Job DescriptionThe roleClifford Chance US LLP is seeking a full-time IT Support Analyst to join our team in our Washington, D.C. office. This full-time role is part of a broader transformation aimed at enhancing user-facing technology support, streamlining operations, and embedding AI-driven efficiencies. The ideal candidate will have a strong background in applications and device support, excellent multitasking abilities, advanced problem-solving skills, and a proactive approach to delivering exceptional service in a dynamic, multilingual, and AI-enhanced environment. You will report directly to the IT Service Manager and play a key role in supporting our firm's commitment to innovation, operational excellence, and client centricity.
Key responsibilities- Provide comprehensive support for applications including Microsoft Office, Document Management Systems (e.g., iManage), and other legal software.
- Deliver technical support for Windows 11, Azure Virtual Desktop, and mobile devices (phones/tablets).
- Support software deployment and troubleshooting via the Company Portal and Intune.
- Promote chat-first support to enable AI-assisted triage, dynamic translation, and faster resolution.
- Leverage AI tools (e.g., Microsoft Copilot, Customer Experience Tools such as NexThink) for ticket triage, troubleshooting, knowledge base generation and proactive support.
- Collaborate with infrastructure teams to support self-service and request automation services.
- Participate in weekly service desk meetings and provide status updates.
- Set up and support Teams, Cisco WebEx, and other A/V conferencing systems, especially for complex client-facing meetings.
- Assist with Wi-Fi connectivity and other client technology needs.
- Create and maintain technical documentation and knowledge base articles.
- Install, troubleshoot, and administer MS Authenticator and other security tools.
- Participate in the department's on-call rotation to provide remote, after-hours support.
- Contribute to the development and promotion of the Tech Hub as the go-to point for in-office support.
- Assist with technology requests such as helping clients connect to Wi-Fi and connecting Microsoft Teams meetings in conference rooms.
- Provide clerical and administrative support, as needed.
- Perform other duties and projects as assigned.
QualificationsYour experience- 2-3 years of IT support experience in a professional services environment; law firm experience preferred.
- Bachelor's degree in computer science preferred, High School Degree or equivalent required.
- Certifications in Microsoft applications, ITIL, or related fields are a plus.
- Proficiency with computer hardware, Apple devices, scanners, and printers.
- Experience with Windows 11, Azure Active Directory, and Intune.
- Experience with Cisco Webex and other A/V conferencing systems and tools.
- Strong knowledge of Office 365, SharePoint, Adobe Acrobat, and Document Management Systems.
- Availability to work remote, after-hours support on a rotating basis.
- Demonstrated enthusiasm for learning and using new technologies.
- Excellent customer service, communication, and interpersonal skills.
- Strong documentation, research, and analytical abilities.
- Ability to prioritize tasks in a fast-paced environment.
- Experience with legal technology tools such as Litera Transact, High Q or Docusign is a plus.
- Embrace a multi-disciplinary support model, balancing time between Tech Hubs and video conferencing support for interactive client calls.
- Prioritize customer service attitude over deep technical specialization, while collaborating with technically skilled colleagues as needed.
- Work closely with Local Technology Advisors (LTAs) to support advanced technologies and ensure smooth handover of maturing tools.
- Stay current with emerging AI technologies and trends relevant to IT support and end-user services.
- Evaluate and recommend AI solutions to improve service desk operations and user experience.
- Guide and train end-users on effective use of AI tools embedded in productivity suites (e.g., Microsoft 365 Copilot).
- Standard hours are 8:00am - 4:00pm ET.
- Flexibility to work outside the core business hours including overtime and weekends as needed.
- Must be able to adhere to and comply with the Firm's Agile Working Policy which requires employees to work from the office at least four days each calendar week.
- Must be independently and legally authorized to work in the United States.
Physical demands- Ability to sit or stand for extended periods.
- Must be able to lift and transport items up to 75 pounds, including computers and peripherals.
- Manual dexterity to operate computers, tools, and related equipment.
Clifford Chance US LLP offers a comprehensive benefits and compensation package. The salary range for this role is $85,000 - $96,000. Actual salary will be commensurate with the candidate's qualifications and relevant experience.
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