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.