System Analyst

Summary

This Night-Shift Systems Analyst role operates under general supervision and established policies to support the organization’s user base and technology infrastructure. The position requires frequent interaction with attorneys and professional staff while maintaining strict confidentiality at all times.

The ideal candidate is a strong problem solver who can diagnose, resolve, or escalate issues related to applications, hardware, and workflows. Success in this role also depends on excellent interpersonal skills, collaboration with IT team members, and the ability to contribute to system improvements, enhancements, and broader technology initiatives.

Essential Duties and Responsibilities

• Serve as the primary night shift point of contact for telephone and email inquiries related to software, hardware, and remote technologies
• Deliver exceptional customer service with professionalism, patience, and a team-oriented mindset
• Troubleshoot and resolve issues involving software, hardware, operating systems, and networks; document all resolutions in the ticketing system
• Manage high-volume workloads in a fast-paced environment while maintaining accuracy, organization, and responsiveness
• Communicate technical concepts clearly to non-technical users and provide effective support solutions
• Monitor, update, and follow up on all open tickets, ensuring timely resolution and proper escalation when necessary
• Provide onsite desktop support and address user technical needs efficiently
• Offer occasional remote or offsite support, including home visits for staff as needed
• Respond to after-hours or emergency support requests as required (in addition to standard night shift responsibilities)
• Image, test, install, and maintain end-user equipment, including desktops, laptops, printers, and mobile devices
• Maintain accurate records related to inventory, maintenance, and security procedures
• Safely lift and transport equipment up to 50 pounds
• Stay up to date with emerging technologies, tools, and best practices through ongoing learning and professional development

Knowledge, Skills, and Abilities

• Experience providing phone-based and/or desk-side technical support
• Ability to explain technical information to non-technical users
• Strong attention to detail with excellent follow-through
• Proficiency with PC and Mac systems, mobile devices, and printer hardware
• Experience with mobile device management tools (e.g., Intune)
• Familiarity with incident tracking systems (e.g., ServiceNow)
• Working knowledge of Active Directory and Microsoft Exchange
• Basic command-line and scripting knowledge (CMD, PowerShell)
• Ability to troubleshoot mobile devices (Android, iOS) and remote access tools (RDP, VPN, etc.)
• Understanding of IT compliance standards and documentation practices
• Experience with VoIP systems and audio/visual technology is a plus

Education and Experience

• Associate degree in a computer-related field (or equivalent hands-on experience)
• 1–3 years of experience in a technical support environment
• Experience supporting Windows 10/11 and Microsoft Office (2016/365)
• Familiarity with document management and legal-specific applications is a plus
• Prior experience in a professional services or legal environment is preferred
• Relevant certifications (e.g., Microsoft, CompTIA Network+, HDI) are a plus

Working Conditions

• Standard office environment with minimal exposure to noise or physical hazards
• This is a night shift position, requiring consistent overnight availability and the ability to support users outside of standard business hours

Salary: $90,000 - $100,000