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

• 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.

What We're Looking For

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.

Preferred Qualifications – A Plus, Not a Requirement

• 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.