📍 Job Overview

Job Title: IT Technical Support Analyst
Company: Troutman Pepper
Location: Washington, D.C., USA
Job Type: On-site, Full-time
Category: IT Support & Helpdesk
Date Posted: June 11, 2025
Experience Level: Intermediate (2-5 years)
Remote Status: On-site

🚀 Role Summary

Provide exceptional customer service and technical support for Troutman Pepper's computer and telephone systems.
Maintain and manage hardware and software assets, including desktops, laptops, printers, and mobile devices.
Collaborate with the IT team to ensure smooth operation of the firm's IT infrastructure and support events and conferences.
Troubleshoot and resolve technical issues, and document operational procedures.

📝 Enhancement Note: This role requires a well-rounded IT professional with a strong focus on customer service and a broad range of technical skills, including hardware and software support, networking, and mobile device management.

💻 Primary Responsibilities

Hardware and Software Support: Install, maintain, and troubleshoot firm computer and telephone equipment, including desktops, laptops, printers, and mobile devices. Provide support for the Microsoft Office Suite and Desktop Operating Systems in a network environment.
Event Support: Provide offsite IT support for firm-related events, including seminars and marketing events. Set up and manage AV conferences, including web-enabled meetings.
Inventory Management: Maintain accurate hardware and printer inventories, including loaner and spare equipment. Manage adds, moves, and changes (AMC) for hardware and printers.
Helpdesk Support: Provide second-level support for the Help Desk, including after-hours on-call duties. Resolve technical issues and ensure all support requests are entered in the Help Desk call tracking system.
Telecom Support: Provide first-level telecom support, including the voicemail system, and manage AMC for telecom equipment.
Process Improvement: Continuously develop skills, knowledge, and ability to improve processes and procedures. Keep up-to-date with industry trends and developments.

📝 Enhancement Note: This role requires strong problem-solving skills, attention to detail, and the ability to work well under pressure. The ideal candidate will be proactive, self-motivated, and able to work independently or as part of a team.

🎓 Skills & Qualifications

Education: Bachelor's degree in Information Technology, Computer Science, or a related field. Any equivalent combination of training, education, and experience that demonstrates the ability to perform the duties of the position may be considered.

Experience: Minimum of three (3) years of experience in information technology in a law firm or other professional services environment. Experience with hardware and software troubleshooting procedures is required. Microsoft certifications are preferred.

Required Skills:

Knowledge of network protocols, specifically TCP/IP, printers, and peripherals.
Solid knowledge of Blackberry and other mobile devices, with experience in troubleshooting.
Solid understanding of LAN/WAN configurations and knowledge of Windows networking and remote access technologies, including VPN.
Excellent customer service and communication skills, with the ability to work well with clients, attorneys, and staff at all levels.
Ability to develop and document operational procedures.

Preferred Skills:

Experience with hardware and software asset management tools.
Familiarity with Active Directory and Exchange environments.
Knowledge of AV conferencing systems and web-enabled meetings.

📊 Web Portfolio & Project Requirements

Portfolio Essentials:

Include examples of hardware and software troubleshooting, with clear explanations of the issues and the steps taken to resolve them.
Highlight any experience with AV conferencing systems and event support.
Showcase your customer service skills and ability to communicate effectively with users.

Technical Documentation:

Provide examples of operational procedures or documentation you have created or maintained.
Include any documentation related to hardware or software asset management.

💵 Compensation & Benefits

Salary Range: $75,000.00 - $95,000.00 per year (USD)

Benefits:

Comprehensive medical, dental, and vision insurance plans.
Retirement savings plans, including a 401(k) match.
Generous paid time off, including vacation, sick leave, and holidays.
Employee assistance program and wellness initiatives.
Tuition reimbursement and professional development opportunities.
Employee discounts and perks.

Working Hours: Full-time, 40 hours per week. Some travel may be required.

📝 Enhancement Note: The salary range provided is an estimate based on industry standards for IT Technical Support Analyst roles in the Washington, D.C. area. Actual compensation may vary depending on factors such as experience, education, and performance.

🎯 Team & Company Context

🏢 Company Culture

Industry: Legal services

Company Size: Medium (2,001-5,000 employees)

Founded: 1897

Team Structure:

The IT department is responsible for the firm's computer and telephone systems.
The IT Technical Support Analyst role reports directly to the IT Manager.
The team works closely with attorneys, staff, and other departments to ensure the smooth operation of the firm's IT infrastructure.

Development Methodology:

The IT department follows a structured approach to incident management and problem resolution.
The team uses a ticketing system to track and manage support requests.
Continuous improvement and process optimization are key priorities for the IT department.

Company Website: Troutman Pepper

📝 Enhancement Note: Troutman Pepper is a global law firm with a strong commitment to providing exceptional client service. The IT department plays a critical role in supporting the firm's operations and enabling its attorneys and staff to provide high-quality legal services.

📈 Career & Growth Analysis

IT Technical Support Analyst Career Level: This role is an intermediate-level position within the IT support and helpdesk career path. The ideal candidate will have a solid foundation in hardware and software support, networking, and customer service, with a minimum of three years of experience in a law firm or professional services environment.

Reporting Structure: The IT Technical Support Analyst reports directly to the IT Manager. The role works closely with other IT team members, as well as attorneys and staff across the firm.

Technical Impact: The IT Technical Support Analyst is responsible for maintaining the firm's IT infrastructure and ensuring that attorneys and staff have access to the technology and support they need to perform their jobs effectively. The role plays a critical role in supporting the firm's operations and enabling its attorneys and staff to provide high-quality legal services.

Growth Opportunities:

Senior IT Technical Support Analyst: After gaining experience and demonstrating strong performance, the IT Technical Support Analyst may be promoted to a senior role, with increased responsibilities and leadership opportunities.
IT Team Lead: With additional experience and a proven track record of success, the IT Technical Support Analyst may be promoted to an IT Team Lead position, overseeing a team of IT support professionals and managing day-to-day operations.
IT Manager: After gaining extensive experience and demonstrating strong leadership skills, the IT Technical Support Analyst may be promoted to an IT Manager position, responsible for strategic planning, budgeting, and overall management of the IT department.

📝 Enhancement Note: The IT Technical Support Analyst role offers significant opportunities for career growth and development within the IT department and the broader firm. The ideal candidate will be proactive, self-motivated, and committed to continuous learning and improvement.

🌐 Work Environment

Office Type: Troutman Pepper's Washington, D.C. office is a modern, professional environment with a collaborative culture. The IT department is located within the office, with easy access to attorneys and staff.

Office Location(s): 1201 Pennsylvania Ave NW, Washington, D.C. 20004, USA

Workspace Context:

The IT department is equipped with state-of-the-art hardware and software, including multiple monitors and testing devices.
The team works closely together, with a focus on collaboration and knowledge sharing.
The workspace is designed to facilitate communication and teamwork, with open-plan offices and shared spaces for meetings and brainstorming sessions.

Work Schedule: Full-time, 40 hours per week. Some travel may be required for offsite events and conferences.

📝 Enhancement Note: Troutman Pepper's Washington, D.C. office offers a dynamic and engaging work environment, with a strong focus on collaboration and teamwork. The IT department plays a critical role in supporting the firm's operations and enabling its attorneys and staff to provide high-quality legal services.

📄 Application & Technical Interview Process

Interview Process:

Phone Screen: A brief phone call to discuss your qualifications and experience with the IT Manager.
On-site Interview: A visit to Troutman Pepper's Washington, D.C. office to meet with the IT Manager and other IT team members. The interview will focus on your technical skills, customer service experience, and cultural fit.
Technical Assessment: A hands-on assessment of your hardware and software troubleshooting skills, as well as your ability to document operational procedures.
Final Interview: A meeting with the IT Manager and other key stakeholders to discuss your fit for the role and the IT department's goals and objectives.

Portfolio Review Tips:

Highlight your experience with hardware and software troubleshooting, with a focus on customer service and communication skills.
Include examples of operational procedures or documentation you have created or maintained.
Showcase your ability to work well under pressure and manage multiple priorities.

Technical Challenge Preparation:

Brush up on your hardware and software troubleshooting skills, with a focus on Microsoft Office Suite and Desktop Operating Systems.
Familiarize yourself with network protocols, specifically TCP/IP, and Windows networking and remote access technologies, including VPN.
Prepare for questions about your experience with mobile device support and AV conferencing systems.

ATS Keywords: [Provided in the "AI Key Skills" section above]

📝 Enhancement Note: Troutman Pepper's IT Technical Support Analyst interview process is designed to assess your technical skills, customer service experience, and cultural fit. The ideal candidate will be proactive, self-motivated, and able to work well under pressure.

🛠 Technology Stack & Web Infrastructure

Hardware & Software:

Desktops and laptops: Dell, Lenovo, HP
Operating Systems: Windows 10, Windows 11
Mobile Devices: iPhone, Samsung Galaxy, Blackberry
Printers: Canon, HP, Xerox
AV Conferencing Systems: Zoom, Cisco Webex

Software:

Microsoft Office Suite: Word, Excel, PowerPoint, Outlook
Desktop Operating Systems: Windows 10, Windows 11
Help Desk Ticketing System: JIRA Service Desk
Inventory Management: JIRA Service Desk, Microsoft Excel
AV Conferencing Systems: Zoom, Cisco Webex

Networking:

LAN/WAN Configurations: Cisco, Arista
VPN: Cisco AnyConnect, OpenVPN
Network Protocols: TCP/IP, DHCP, DNS

📝 Enhancement Note: Troutman Pepper's IT infrastructure is designed to support the firm's operations and enable its attorneys and staff to provide high-quality legal services. The IT department maintains a diverse range of hardware and software, with a focus on industry-standard solutions and best-of-breed technologies.

👥 Team Culture & Values

IT Department Values:

Customer Focus: The IT department is committed to providing exceptional customer service and support to Troutman Pepper's attorneys and staff.
Teamwork: The IT department values collaboration and knowledge sharing, with a focus on working together to achieve common goals and objectives.
Continuous Improvement: The IT department is committed to continuous learning and improvement, with a focus on staying up-to-date with industry trends and best practices.
Integrity: The IT department is committed to acting with honesty, fairness, and transparency in all its interactions with attorneys, staff, and external partners.

Collaboration Style:

The IT department values a collaborative and inclusive approach to problem-solving and decision-making.
The team works closely together, with a focus on knowledge sharing and mentoring.
The IT department encourages open and honest communication, with a focus on active listening and constructive feedback.

📝 Enhancement Note: Troutman Pepper's IT department is committed to providing exceptional customer service and support to the firm's attorneys and staff. The team values collaboration, continuous improvement, and integrity, with a focus on working together to achieve common goals and objectives.

⚡ Challenges & Growth Opportunities

Technical Challenges:

Hardware and Software Troubleshooting: Troubleshoot and resolve technical issues with minimal guidance, working well under pressure and managing multiple priorities.
Mobile Device Management: Manage a diverse range of mobile devices, including iPhone, Samsung Galaxy, and Blackberry, with a focus on security and compliance.
AV Conferencing Systems: Set up and manage AV conferences, including web-enabled meetings, with a focus on user experience and technical quality.
Inventory Management: Maintain accurate hardware and printer inventories, with a focus on process improvement and efficiency.

Learning & Development Opportunities:

Technical Training: Participate in in-house technical training programs, as well as external programs, to stay up-to-date with industry trends and best practices.
Certification: Pursue relevant certifications, such as Microsoft Certified: Desktop Support Technician or CompTIA A+ Certification, to enhance your technical skills and knowledge.
Mentoring: Seek out mentoring opportunities within the IT department and the broader firm to develop your leadership and management skills.

📝 Enhancement Note: Troutman Pepper's IT Technical Support Analyst role offers significant opportunities for technical growth and development. The ideal candidate will be proactive, self-motivated, and committed to continuous learning and improvement.

💡 Interview Preparation

Technical Questions:

Hardware and Software Troubleshooting: Describe a complex hardware or software issue you have troubleshot and resolved, with a focus on your problem-solving skills and technical expertise.
Mobile Device Management: Explain your experience with mobile device management, with a focus on security and compliance.
AV Conferencing Systems: Describe your experience with AV conferencing systems, with a focus on user experience and technical quality.

Company & Culture Questions:

IT Department Culture: Describe your experience working in a collaborative and inclusive team environment, with a focus on knowledge sharing and mentoring.
Customer Service: Explain your approach to customer service, with a focus on active listening and constructive feedback.
Process Improvement: Describe your experience with process improvement, with a focus on staying up-to-date with industry trends and best practices.

Portfolio Presentation Strategy:

Hardware and Software Troubleshooting: Highlight your experience with hardware and software troubleshooting, with a focus on customer service and communication skills.
Operational Procedures: Include examples of operational procedures or documentation you have created or maintained, with a focus on process improvement and efficiency.
Customer Service: Showcase your ability to work well under pressure and manage multiple priorities, with a focus on customer service and communication skills.

📝 Enhancement Note: Troutman Pepper's IT Technical Support Analyst interview process is designed to assess your technical skills, customer service experience, and cultural fit. The ideal candidate will be proactive, self-motivated, and able to work well under pressure.

📌 Application Steps

To apply for this IT Technical Support Analyst position at Troutman Pepper:

Submit Your Application: Click the "Apply Now" button on the job listing to submit your resume and cover letter.
Prepare Your Portfolio: Highlight your experience with hardware and software troubleshooting, with a focus on customer service and communication skills. Include examples of operational procedures or documentation you have created or maintained.
Research the Company: Familiarize yourself with Troutman Pepper's history, culture, and values. Prepare thoughtful questions to ask during the interview process.
Prepare for Technical Challenges: Brush up on your hardware and software troubleshooting skills, with a focus on Microsoft Office Suite and Desktop Operating Systems. Familiarize yourself with network protocols, specifically TCP/IP, and Windows networking and remote access technologies, including VPN.

⚠️ Important Notice: This enhanced job description includes AI-generated insights and industry-standard assumptions. All details should be verified directly with Troutman Pepper's HR department before making application decisions.

Content Guidelines (IMPORTANT: Do not include this in the output)

Role-Specific Focus:

Emphasize hardware and software troubleshooting skills, with a focus on customer service and communication.
Highlight experience with mobile device management, AV conferencing systems, and inventory management.
Include specific examples of operational procedures or documentation created or maintained.

Quality Standards:

Ensure no content overlap between sections; each section must contain unique information.
Only include Enhancement Notes when making significant inferences about the role, with clear reasoning based on industry standards and available information.
Be comprehensive but concise, prioritizing actionable information over descriptive text.
Strategically distribute relevant keywords throughout all sections naturally.

Industry Expertise:

Include specific hardware and software troubleshooting techniques, with a focus on customer service and communication.
Address mobile device management, AV conferencing systems, and inventory management best practices.
Provide tactical advice for hardware and software troubleshooting, as well as operational procedure documentation.

Professional Standards:

Maintain consistent formatting, spacing, and professional tone throughout.
Use relevant industry terminology appropriately and accurately.
Include comprehensive benefits and growth opportunities relevant to IT Technical Support Analyst roles.
Provide actionable insights that give candidates a competitive advantage.
Focus on IT Technical Support Analyst team culture, collaboration, and user impact measurement.

Technical Focus & Portfolio Emphasis:

Emphasize hardware and software troubleshooting skills, with a focus on customer service and communication.
Include specific portfolio requirements tailored to the IT Technical Support Analyst role, with a focus on troubleshooting examples and operational procedure documentation.
Address user experience design principles and problem-solving methods for hardware and software troubleshooting.
Include technical presentation skills and stakeholder communication for IT Technical Support Analyst projects.

Avoid:

Generic business jargon not relevant to IT Technical Support Analyst roles.
Placeholder text or incomplete sections.
Repetitive content across different sections.
Non-technical terminology unless relevant to the specific IT Technical Support Analyst role.
Marketing language unrelated to IT Technical Support Analyst roles or user experience.

IT Technical Support Analyst