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Level 1 IT Support Analyst
JPC Partners is seeking a Level 1 IT Support Analyst to join a well-established professional services organization in Philadelphia. This is an excellent opportunity for an IT support professional who enjoys solving technical problems, helping people, and building their technical expertise in a collaborative, fast-paced environment.
The ideal candidate has 2–5 years of hands-on IT support experience, strong troubleshooting skills, and a customer-first approach. You'll work directly with attorneys and business professionals, supporting Microsoft technologies, desktops, laptops, mobile devices, and business-critical applications.
Experience working in a law firm or professional services environment is a plus, but not required. We're especially interested in candidates who are technically capable, dependable, personable, and eager to learn.
What You'll Be Doing
Required Qualifications
The ideal candidate has 2–5 years of hands-on IT support experience, strong troubleshooting skills, and a customer-first approach. You'll work directly with attorneys and business professionals, supporting Microsoft technologies, desktops, laptops, mobile devices, and business-critical applications.
Experience working in a law firm or professional services environment is a plus, but not required. We're especially interested in candidates who are technically capable, dependable, personable, and eager to learn.
What You'll Be Doing
- Provide Level 1 technical support to end users, troubleshooting hardware, software, network connectivity, and application issues.
- Support Windows 11, Microsoft 365 applications, Outlook, Teams, and other business applications.
- Troubleshoot desktops, laptops, monitors, printers, mobile devices, and related peripherals.
- Assist users with password resets, account access, connectivity issues, and basic Active Directory / Microsoft Entra ID (Azure AD) administration.
- Provide support for remote access technologies, including Citrix and VPN connections.
- Troubleshoot Microsoft Teams and Zoom meetings, including audio/video equipment and conference room technology.
- Install, configure, deploy, and maintain computers, printers, and other IT equipment.
- Support firm-issued iPhones, Android devices, and mobile applications.
- Log, track, update, and resolve support requests through the help desk ticketing system.
- Escalate more complex technical issues to senior IT team members while maintaining communication with end users.
- Assist with hardware inventory, equipment replacements, office moves, and workstation setups.
- Create and update user documentation, troubleshooting guides, and support procedures.
- Participate in scheduled on-call support coverage as needed.
Required Qualifications
- 2–5 years of experience in a Help Desk, Service Desk, Desktop Support, or IT Support role.
- Hands-on experience troubleshooting Windows 10/11, Microsoft 365, Outlook, and common desktop applications.
- Experience supporting desktops, laptops, printers, and mobile devices in a business environment.
- Familiarity with Active Directory, Microsoft Entra ID (Azure AD), and user account administration.
- Basic understanding of networking concepts, including TCP/IP, Wi-Fi, VPN, and network connectivity troubleshooting.
- Experience using an IT help desk ticketing system.
- Strong communication, problem-solving, and customer service skills.
- Ability to explain technical issues clearly to nontechnical users.
- Ability to prioritize multiple support requests while maintaining professionalism and attention to detail.
- Previous IT support experience in a law firm or professional services environment.
- Experience with Microsoft Intune or other mobile device management tools.
- Familiarity with Citrix remote access environments.
- Experience supporting Aderant, iManage or other document management systems.
- Knowledge of Freshservice or similar IT service management platforms.
- Familiarity with Microsoft Exchange Online, cloud applications, and VoIP phone systems.
- Basic knowledge of cybersecurity best practices and security awareness.
- Microsoft certifications such as CompTIA A+, Microsoft 365, or related credentials.
- Associate's or bachelor's degree in Information Technology, Computer Science, or a related field, or equivalent practical experience.