Senior Technology Support Analyst (Microsoft 365)

Location: Philadelphia, Pennsylvania; based in the Philadelphia office. Daily schedule: 9:00 am–5:30 pm ET. On-site support and adjusted-hours coverage may be required.

Company

hirify.global is a global law firm with offices across North America, Asia, Europe, and the Middle East.

What you will do

• Provide advanced support for Windows 11 devices, Microsoft 365, Microsoft Teams, iManage, remote access, printing, peripherals, and business applications.
• Troubleshoot multifactor authentication, Microsoft Authenticator, Windows Hello for Business, identity, access, and device-compliance issues.
• Provision, configure, encrypt, patch, and manage endpoint lifecycles using Intune, Windows Autopilot, BitLocker, and related platforms.
• Support iOS and Android enrollment, compliance, authentication, mobile applications, secure connectivity, and Zscaler.
• Own incidents and service requests through resolution, including communication, escalation, documentation, and ServiceNow ticket maintenance.
• Support onboarding, conference-room technology, Teams Rooms, deployments, pilots, upgrades, root-cause analysis, and knowledge documentation while mentoring support analysts.

Requirements

• Several years of progressively responsible enterprise desktop, endpoint, mobility, or technical support experience in a professional services environment.
• Strong knowledge of Windows 11, Microsoft 365, Microsoft Teams, endpoint hardware, mobile devices, and remote-access technologies.
• Experience troubleshooting identity, authentication, endpoint management, and device-compliance issues independently.
• Excellent customer-service, communication, prioritization, organization, documentation, and problem-solving skills.
• Experience working with an IT service-management or ticketing platform such as ServiceNow.
• Ability to provide on-site support in Philadelphia and adjusted-hours coverage when business needs require it.

Nice to have

• Experience supporting attorneys, executives, or high-demand users in a law firm or professional services organization.
• Experience with Microsoft Entra ID, Intune, Configuration Manager/SCCM, Autopilot, BitLocker, Zscaler, iManage, and mobile-device management.
• Experience mentoring support staff, creating knowledge documentation, or leading small technical initiatives.
• Microsoft, ITIL, CompTIA, or endpoint-management certifications.

Culture & Benefits

• Work with attorneys, executives, professional staff, clients, and cross-functional IT teams.
• Support a high-touch environment involving urgent and time-sensitive business activities.
• Contribute to process improvements, knowledge sharing, technology pilots, deployments, and upgrades.
• Equal employment opportunity and reasonable accommodation are provided in accordance with applicable law.