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IT Support Center Analyst

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McCarter & English

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Location:
United States , Newark

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Category:
IT - Administration

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Contract Type:
Employment contract

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Salary:

70000.00 - 75000.00 USD / Year
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Job Description:

McCarter & English is seeking an IT Support Center Analyst. The primary function of this position is to provide support for all service requests that come to the Support Center via phone, email and walk-ins. These include applications, administering of software and handling of special projects. This position will be based out of our Newark, NJ office.

Job Responsibility:

  • Provide 1st level support to McCarter end-users
  • Answer questions, provide phone-based training on higher-level functionality, and troubleshoot technology problems for McCarter Users
  • Escalate unresolved problems to Endpoint Technician(s) and/or Administrator(s) where appropriate
  • Follow up on escalated issues with the appropriate IS employee and the technology end-user
  • Participate in the maintenance of call tracking application
  • Enter tickets in at the time of call
  • Indicate resolution technique in the Details of each ticket
  • Update the status of unresolved incident tickets with most current information
  • Route tickets to appropriate parties according to IS Policy
  • Contact end-user when call is “resolved” by other IS groups to ensure an accepted resolution and closure of the ticket
  • Monitor open tickets that you have routed, assist when possible, close when appropriate
  • Cooperatively Troubleshoot escalated issues
  • Disseminate new information to Support Center Team Members when appropriate
  • Follow Participate in special projects, and/or act as ‘point person’ or ‘liason’ where approved by Support Center Management
  • Including, but not limited to, testing of new and/or updated templates and macros and reporting findings to appropriate IT group in order to ensure stability prior to firm-wide release
  • On the spot decisions while assisting customers on the phone
  • Determine incident severity and customer’s level of urgency
  • Check Knowledgebase for recommended troubleshooting
  • Know when to escalate issues to support staff outside of the Support Center

Requirements:

  • A minimum of 2 years of experience in IT Support Services
  • excellent communication and interpersonal skills, including appropriate telephone manners
  • a working knowledge of Microsoft Word and Outlook at a highly proficient level
  • ability to work effectively with all organizational levels individually and as part of a team and to communicate effectively with all levels of management and staff
  • ability to remain calm in pressure situations, adapt quickly to change and deal with stress associated with a fast paced work environment
  • ability to take the lead on projects and problems when requested or as appropriate and to make judgment decisions and use initiative to anticipate end-user needs
  • ability to adapt to changing work situations and grasp and apply new ideas quickly
  • Computer Skills: Applications including, but not limited to Microsoft Office 365, Litera Compare, BigHand Metadata Assistant, Best Authority, Intapp Time Entry, Easylink, Tungsten Power PDF, Adobe Acrobat, iManage DMS, BigHand Numbering Suite or other vendor Numbering Suite applications, Interaction, Active Directory, ShareFile or other FTP type service, MS Edge/Google Chrome settings, understanding of Android/iPhone
  • Strong ability to learn new applications
  • Interpersonal Skills: Active listening, tone and professional demeanor with McCarter end-users
  • Professional demeanor with other members of McCarter IS staff
  • Ability to maintain composure during system application/hardware outages or when call volume may increase due to a reported outage
  • Communications Skills: Articulate clearly, with empathy when needed while managing expectations
  • Ability to de-escalate or mitigate anxious end-users
  • Concise writing skills
What we offer:
  • Eligibility for discretionary bonus
  • Firm-Paid: Basic life and accidental death and dismemberment (AD&D) insurance and short-term (ST) and long-term (LT) disability benefits
  • Health & Wellness: Comprehensive medical/prescription drug coverage (the Firm pays a share of the cost), including a high deductible health plan with an annual Firm health savings account (HSA) contribution
  • Employee-Paid Voluntary Benefits: Dental and vision coverage, supplemental health plans (accident, cancer and critical illness), flexible spending accounts, optional life and AD&D insurance (supplemental employee, spouse and child) and supplemental STD coverage
  • Retirement: 401(k) plan offering three types of contributions: pre-tax, Roth and after-tax contributions
  • Time Off: Paid Time Off (PTO), paid holidays, and leaves of absence to support work-life balance (e.g. parental leave)
  • Free and confidential employee assistance program (EAP) and behavioral health services program
  • Firm-paid back-up child/elder care, academic support and pet care program
  • Tax-advantaged college savings 529 Plan
  • Employee discounts through Working Advantage

Additional Information:

Job Posted:
January 19, 2026

Employment Type:
Fulltime
Work Type:
On-site work
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