IT Senior Support Analyst

Goldberg Segalla LLP, a national law firm with more than 23 offices in 11 states, has an immediate opportunity for an i ndividual to join its team as an IT Sr Support Analyst in its Buffalo office. The Sr Support Analyst provides white glove, high touch technical support to attorneys and senior leadership, with a focus on responsiveness, discretion, and quality of service.

POSITION SUMMARY: This role serves as the escalation point for Level 2 support issues, leads complex incident resolution, and elevates the firm’s digital dexterity by creating effective training content, delivering targeted enablement sessions, and shaping best practices. The ideal candidate brings strong law firm application expertise, calm professionalism under pressure, and a passion for improving the end user experience.

ESSENTIAL JOB FUNCTIONS:

• White-Glove Attorney Support
• Escalation & problem Management(L2/L3)
• Training, Enablement & Content
• Legal Application & Platform Support
• Service Quality & Process

REQUIRED SKILLS/ABILITIES & EXPERIENCE:

• Regularly required to clearly communicate and exchange information in English
• Provide proactive, concierge-level support to Partners, Counsel and Practice Leaders Onsite & Remote ensuring minimal disruptions during client meetings & depositions.
• Design & Deliver role-based Training (Attorneys, legal Assistants, Practice Groups) via Live sessions & webinars.
• Advanced troubleshooting skills in Windows 10/11, Microsoft 365 & modern endpoint management.
• May be requested to work beyond normal work hours and weekends for special projects
• Works well in a team environment
• Strong understanding of matter security, ethical walls and confidentiality obligations.
• Ability to work independently within general guidelines and minimal supervision
• Ability to respond to internal or external inquiries, including those of a sensitive, confidential, or adversarial nature
• Act as the Primary escalation point for Level 2 Service Desk team members, handle advanced troubleshooting of issues across various enterprise platforms and business applications
• Partner with Practice Support, HR/L&D to align training with matter lifecycle, compliance and firm standards.
• Proficient in Productivity & Collaboration applications including but not limited to Microsoft 365 (Office, OneDrive/Sharepoint, teams)
• Experience with Document Management systems (iManage experience preferred)
• 5+ Years in end user or desktop Support, with at least 2 years in a law firm or professional services environment
• 25-50% travel required. This will potentially entail monthly visits to offices throughout our national footprint.

Benefits:
The annual salary range for this position i s $80,000- $90,000 . Actual pay may be adjusted based on experience and other job-related factors permitted by law. This position also offers bonuses, and a full benefits package. Our benefits package includes, but is not limited to, health insurance, dental insurance, life insurance, a 401(k) plan, flexible spending, and more.

Goldberg Segalla isn’t merely a business—we’re a community. We value the diversity of our team and strive to create a collaborative and enjoyable culture for everyone, where leadership is rewarded, and efficiency, mutual respect, and working together for the common good are traits we all embody.

Goldberg Segalla isn’t merely a business—we’re a community. We value the diversity of our team and strive to create a collaborative and enjoyable culture for everyone, where leadership is rewarded, and efficiency, mutual respect, and working together for the common good are traits we all embody.

Goldberg Segalla is a national civil litigation firm with offices spanning major metro markets across the U.S., providing strategic coverage wherever our clients do business. As a firm of experienced litigators and trial attorneys, Goldberg Segalla's capabilities span business and commercial disputes, employment and labor, insurance coverage, product liability, and more. Today, our more than 500 attorneys are trusted counselors to public and private clients in key sectors and industries including construction and energy, transportation, manufacturing, retail and hospitality, and insurance.