IT Support Analyst

Paul Hastings is a leading international law firm that provides innovative legal solutions to many of the world's top financial institutions and Fortune Global 500 companies. With a strong presence throughout the U.S., Asia, Europe, Latin America, and the Middle East, we have the global reach and extensive capabilities to provide personalized service wherever our clients’ needs take us. As one of the world’s leading law firms, we seek dynamic individuals who share our commitment to service, innovation, and professional growth.

We have an opening for an IT Support Analyst in our Boston office.

The IT Support Analyst will report into the Senior Manager, IT Support Operations. The IT Support Analyst provides comprehensive technology support to attorneys, legal professionals, and staff across the firm. The IT Support Analyst acts as the first point of contact for all IT-related issues and delivers both remote and in-person assistance to ensure seamless operations in a fast-paced law firm environment. The Analyst is responsible for troubleshooting a wide range of technical issues, supporting legal applications, and delivering a white-glove experience tailored to the unique needs of a professional services setting.

In this capacity, the IT Support Analyst will

• Serve as the primary contact for IT support through phone, email, and ticketing systems. This role is approximately 90% remote, with occasional in-office requirements to provide coverage for local onsite IT Analysts. Flexibility to commute to the office when needed is essential;
• Provide timely and professional troubleshooting for desktops, laptops, mobile devices, printers, conferencing technology, and network connectivity;
• Support core firm applications including Microsoft 365, Teams, Zoom, Citrix, VPN, and legal-specific tools (iManage, Intapp);
• Deliver high touch, “white glove” support to attorneys, partners, and executive staff, ensuring minimal disruption to client work;
• Set up, configure, and maintain equipment for new hires, office moves, and visiting attorneys; assist with AV and conference room technology;
• Document all work performed in the firm’s ticketing system and contribute to the Knowledge Base with accurate, up-to-date articles;
• Maintain and track IT assets, peripherals, and loaner equipment to support ongoing operations;
• Collaborate with IT colleagues to escalate complex issues while maintaining ownership until resolution; and
• Provide after-hours or on-call support as required to meet business and client demands.

Proficiencies:

• Excellent problem-solving skills with the ability to resolve issues under pressure;
• Strong customer service orientation with outstanding communication skills;
• Ability to work independently and collaboratively while maintaining professionalism and confidentiality;
• Client Service Excellence: Anticipates and responds to attorney and staff needs with urgency and professionalism;
• Technical Expertise: Demonstrates a broad and adaptable technical skill set with the ability to learn quickly;
• Communication: Clearly explains technical issues to non-technical users;
• Professionalism: Maintains discretion and judgement when handling sensitive information; and
• Collaboration: Works effectively with colleagues across IT and other business units.
  

• 3-5 years of IT support experience in a law firm environment (preferred);
• Strong knowledge of Windows 10/11, Microsoft 365, Teams, Citrix, and VPN technologies;
• Familiarity with legal applications such as iManage and Intapp; and
• Flexibility to work extended hours or weekends as business needs require.

Employees will be provided with an excellent career opportunity in a collaborative environment, in addition to a generous total compensation package with the opportunity to earn bonuses based on individual contribution and firm profitability.

The salary wage range that we expect to pay for this position is a minimum of $70,000 and a maximum of $88,000 annually. The actual pay wage may vary based on experience or other relevant factors.

Eligible employees can participate in the Firm’s comprehensive benefits program, which include the following:

• Medical, Dental, Vision, Life/AD&D, Long Term Care, and Short- and Long-Term Disability
• Flexible Spending Account and Health Savings Account
• Healthcare Concierge and Advocacy
• Lifestyle Spending Account
• Voluntary 401(k) Plan and Profit Sharing
• 10 Paid Holidays per year and a generous PTO Program
• Family Support including Paid Parental Leave, Fertility Benefits, Breast Milk Shipping, Back-up Child Care, Elder Care, and Tutoring
• Wellbeing programs (Employee Assistance Program, Relationship Support, Mental Health and Well-Being Events)
• Retirement Plan Consulting
• Anniversary Bonus Program
• Professional Development Programs
• Transportation and Commuter Benefits
• International Travel Insurance
• Auto/Home/Pet Insurance
• Prepaid Legal Insurance
• Employee Discounts
• And More!

The Firm has a range of inclusion initiatives including our Paul Hastings Affinity Networks (PHANs), Women’s Initiative, and PH Balanced. These initiatives, which are voluntary and open to all, provide a firmwide forum to share experiences, as well as an opportunity to participate in a supportive network with common interests.

Paul Hastings is an equal opportunity employer. It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability.