User Support Analyst - Level 1

Job Summary
We are seeking a dedicated Level 1 Support Analyst to join our IT team. The ideal candidate will be responsible for supporting Windows 10/11, the Microsoft Office Suite and all firm applications. This role requires strong communication skills and the ability to troubleshoot various technical issues efficiently.

Key Responsibilities include:

• Provide end-user technical support for firm applications, cloud platforms, and peripheral hardware, including troubleshooting for mobile devices (Apple iPhone, Android).
• Manage AV conference setup and support for Teams/Zoom meetings, ensuring seamless virtual collaboration.
• Execute hardware/software moves, additions, and changes (e.g., setting up workstations, printers, and maintaining inventory for devices like laptops, desktops, and monitors).
• Assist with new hire onboarding, including account setup, training (on-site or via Teams), and creating user documentation for knowledgebases and application rollouts.
• Log and track support requests in the Fresh Service ticketing system, researching solutions using internal/external knowledge bases.
• Participate in after-hours on-call rotations and occasional travel to other U.S. offices as needed.

Qualifications include:

• Basic understanding of TCP/IP, LAN/WAN configurations, Windows networking (Active Directory/Azure), and cloud solutions (SaaS, PaaS, IaaS).
• Proficiency in Microsoft Office Suite, Windows OS, and familiarity with iManage document management.
• Strong customer service skills with the ability to communicate clearly across all organizational levels.
• Knowledge of cybersecurity best practices, disaster recovery, and security awareness protocols.
• Preferred: Experience with Fresh Service, Cisco/firewall systems, or cloud-based VOIP platforms.
• Bachelor’s degree in Information Technology is preferred or equivalent combination of training, education and experience that demonstrates the ability to perform the duties of the position may be considered.
• Minimum of four (4) years of experience in information technology in a law firm environment is preferred.

Location:

Requires being in our Philadelphia Office 5 days per week

RAWLE & HENDERSON LLP offers competitive salary and benefits which include matching 401k after one month of employment, medical and dental insurance, disability benefits, life insurance, medical and dependent care spending accounts as well as commuting and parking pre-tax accounts. EOE. M/F/D/V

RAWLE & HENDERSON LLP is a Mid-Atlantic regional law firm of over 100 attorneys, headquartered in Philadelphia, which is engaged in defense civil litigation and trial practice. With regional offices in Pittsburgh and Philadelphia, Pennsylvania; Wilmington, Delaware; Hackensack and Cherry Hill, New Jersey; Wheeling, WV; Mineola and New York City, New York the firm services clients in nearly every industry, service and profession.

RAWLE & HENDERSON LLP, founded as the Rawle Law Offices in 1783, has been recognized as the oldest law firm in continuous practice in the United States. For information about RAWLE & HENDERSON LLP, please visit our website www.rawle.com

Job Type: Full-time

Benefits:

• 401(k)
• Dental insurance
• Flexible spending account
• Health insurance
• Health savings account
• Life insurance
• Paid time off
• Vision insurance

Schedule:

• Monday to Friday
• On call

Work Location: In person