User Support Analyst – onsite NYC


Silver Search Inc

User Support Analyst – onsite NYC New York, NY

Summary: We are seeking a highly motivated IT Support Specialist to assess, triage, research, and resolve incidents, service requests, and information requests spanning application software, hardware componentry, network configuration, and infrastructure. The successful candidate will play a key role in delivering exceptional customer support and maintaining the integrity of our IT systems. Please note the hours are 12-8pm EST and the work is onsite 5 days/week.

Essential Duties and Responsibilities:

  • Analyze, address, and resolve incidents, service requests, and information requests related to application software, hardware, networking, and infrastructure.
  • Log and track all incidents, service requests, and information requests in the ServiceNow Ticketing system from identification through resolution.
  • Create a positive customer support experience by deeply understanding problems, providing timely resolution or escalation, communicating progress effectively, and maintaining a professional attitude.
  • Notify users of loaner asset availability, log user asset requests, set up assets, clean loan assets on return, and return assets to the physical and data pool.
  • Set up conference rooms and video conferencing meetings as requested.
  • Image PC assets and manage PC assets, including user moves, new user setups, and departures.
  • Provide testing and training support during general rollouts, software deployments, and hardware deployments.
  • Offer capability and support to Information Systems during the planning, installation, and setup of software and hardware.
  • Maintain confidentiality regarding all aspects of user care and employee information.

Qualifications, Skills, and Competencies:

  • Bachelor’s Degree preferred.
  • 3-4 years of relevant experience required.
  • Proficiency in applications, operating systems, networking, desktop/device problem-solving, and customer service.
  • Familiarity with legal applications and Microsoft Office Suite, including Word, Excel, PowerPoint, Outlook, Visio, Access, Litera Innova, iManage, Foxit PDF Editor, Intapp (DTE Axiom), multiple browsers (Edge, Firefox, and Chrome), Metadact, and Change Pro Compare.
  • Knowledge of VMware Horizon View and VDI.
  • Strong understanding of Windows 10 OS elements and some familiarity with MAC X OS.
  • Awareness of Windows Network functionality.
  • Ability to collaborate with managers and employees at all levels in a collegial environment.
  • Flexible problem solver, self-directed, and customer service-oriented.
  • Strong written and verbal communication skills.
  • Functional guidance for administrative support needs.
  • Business-savvy individual with the ability to work at both operational and strategic levels.
  • Deep understanding of video conferencing platforms, hardware, and software, including troubleshooting audio, video, and connectivity issues.

Salary and Benefits: The starting base salary range is $82,000 – $90,000, plus competitive benefits and bonus eligibility.

Tagged as: User Support Analyst - onsite NYC