Information Technology Support Analyst

FLSA STATUS: Non-Exempt

SCHEDULE: M-F, 37.5 hrs./week

LOCATION: New York, New York

REPORTS TO: Service Manager

Under direct supervision the Information Technology Support Analyst provides on-site technical support as the primary in-person resources and serves as a secondary point of contact for end-users requiring assistance. This role supports escalations from the Help Desk, troubleshoots hardware and software issues, and delivers high-quality customer service in a fast-paced professional environment.

At Spencer Fane, we carefully consider a wide range of factors when determining compensation, including but not limited to location, skillset, experience, training, licenses, certifications and other business or organizational needs. Compensation will be determined based on the above factors along with the requirements of the position. We expect the hourly rate for this position to be between $41.50 and $51.00.

• Serve as the secondary contact for end-users for all IT-supported systems and provide escalation support for the Help Desk.
• Resolve service requests and tickets escalated from the Help Desk and maintain clear, timely communication with all users throughout the resolution process.
• Act as the primary on-site support resource and provide warm handoffs for issues requiring in-person assistance.
• Document work performed and solutions provided in service tickets; meet establishes SLA response and resolution time frames.
• Research issues, collaborate with vendors, and support root-cause analysis as needed.
• Create user accounts, provision workstations, and perform new-hire technology setup.
• Install, configure, troubleshoot, and repair computer hardware, software, and peripheral devices.
• Serve as the primary contact for conference room technology, audio/visual setup, and meeting support.
• Manage inventory of IT equipment and supplies, ensuring minimum stock levels are maintained.
• Participate in the annual hardware refresh and other technology lifecycle projects.
• Participate in a rotating on-call schedule to support critical issues and maintain operational continuity.

• Education: High school diploma or equivalent (GED, recognized home-school certification, or other state-approved secondary education credential) required.
• Certification: Obtain required certifications within stated timelines (ITIL 4.0 within one year; 365 Fundamentals within two years; Desktop Support certification within one year).
• Experience: Minimum of 3+ years of hands-on end-user desktop support role or Help Desk experience, preferrable in a professional services environment. A+ certification preferred.
• Technical: Proficiency with remote desktop support and strong troubleshooting skills for hardware and peripheral issues. Experience supporting operating systems Microsoft Office 2016 or higher, and common business applications. Working knowledge of Active Directory, Exchange and basic account administration.
• Communication & Interpersonal: Ability to explain technical information clearly, both verbally and in writing, to users of varying technical proficiency. Strong customer service orientation and ability to work collaboratively within a team environment. High attention to details, follow-through, and discretion when handling confidential or proprietary information. Demonstrated commitment to continuous learning and skill development.

• The position is generally sedentary in nature, involving sitting most of the time but may require inter-office mobility for brief periods.
• Ability to lift up to 50 lbs. occasionally or routinely.
• Ability to communicate efficiently.
• Ability to perform repetitive motions.
• Ability to see and read PC screens, detect color coding, read fine print, and/or normal type size print.

• Periodic travel, including air travel and overnight stays, may be required.
• Must possess a valid driver’s license; may be required to rent or drive to an office for support.

The above statements are intended to describe the general nature and level of work being performed by individuals assigned to this position. They are not intended to be an exhaustive list of all duties, responsibilities, and skills required of personnel so classified.