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Technology Support Analyst

JR-943 Requisition #

General Summary

The Technology Support Analyst will join a highly collaborative team of individuals providing deskside and genius bar/concierge service style support services to the Americas Region, including New York, Washington, DC and Sao Paulo, Brazil.  The role will be located in New York office but may, on occasion, require travel to another location.  This role may also interface with other support teams in the region or as part of the global support network.  The individual  will be required to have and/or quickly gain an understanding of how lawyers work in order to assist in analyzing and offering solutions that meet their technical needs and issues. This individual will have a high degree of face-to-face interaction with lawyers and other business professionals, and will be expected to work in a consultant like manner.  He/She will possess exceptional listening skills and confidence to offer relevant solutions through the use of technologies and tools offered at the firm.  The individual will be expected to have expertise and ability to use and troubleshoot core technology tools such as Windows OS, Outlook, Office 365 and the use of cloud based applications.  In addition, they will need experience in Legal Technology applications such as Workshare Transact, Kira or similar applications in this category of technology.  This position will have an on-call requirement after business hours on a rotation basis.

Key Responsibilities

  • Provides telephone and deskside technology support, including concierge-style via the Technology Lounge Visiting Center to lawyers, professional staff and external clients on an as‑needed basis.
  • Experience in setting up and supporting Cisco WebEx meetings and video conference units.
  • Adapts and adheres to professional standards and processes such as ITIL methodology to ensure consistency and common practice within IT Support are met.
  • Acts as a power user of both our Core Technology applications and Legal Technology application toolset both in usability and understanding of product specifications and necessary configurations for varying legal uses and applications.
  • Works with users to analyze their issues and requirements and determine how best to fulfill those needs.  Understands workflows and user requirements in different areas of the firm and is able to respond based on scenarios, personas and/or departmental needs.
  • Understands how our desktop systems are configured and regularly updated and is able to provide a high degree of support in solving recurring issues.
  • Asks the relevant questions to gain knowledge necessary to solve obvious and less obvious or root cause issues.
  • Understands and is motivated to look beyond the obvious technical problem, conducts research, documents results and shows an ability to analyze and draw meaningful conclusions from information gathered.
  • Prioritizes and schedules tasks, understands when to escalate problems to maintain high service levels and avoid unnecessary delays in response times.
  • Acts as a liaison to other levels of support both in the region and/or part of the global network of support teams.
  • Works with application support teams to identify recurring and common problems and contributes to the development of solutions which reduce them.
  • Gathers and documents feedback from lawyers and staff to assist in problem solving, future product changes, selection, etc.
  • Ensures the knowledge transfer of experiences with adoption, use and requirements of Core Technology applications and the Legal Technology toolset to others on the team to enable scalability of support.
  • Shares foundational knowledge with Learning & Development team of incoming technology and helps to raise awareness and aid in the preparation for wider adoption.
  • Assists in the coordination of events, workshops and demos in support of Core Technology applications and Legal Technology toolset.
  • Develops and maintains awareness and knowledge in relation to the existence, use and general functionality of all Clifford Chance business applications and any aspects specific to the Americas region in order to enhance the overall level of service (even if provided by global or offshore IT teams).
  • Stays informed of IT trends and advanced technology on the market (AI, Analytics, Blockchain).
  • On-call requirement; after business hours once per month, on a rotation basis.
  • Exceptional interpersonal skills, with a focus on exceptional client service, rapport-building, listening and questioning.
  • Possess confidence to offer relevant solutions through the use of technologies and tools offered at the firm.
  • Ability to work with users in a consultative manner; giving professional advice and recommendations. Having in-depth conversations with clients to better understand their goals and requirements.
  • Experience in Legal Technology applications such as Workshare Transact, Kira or similar applications in this category of technology.
  • Excellent customer service skills.
  • Proactive; can recognize and identify  issues a user may have before the user is aware or reports the issue.
  • Eager to learn the latest technology and trends.
  • Comfortable advising without all the details; dealing with the unknown; knowing the right questions to ask; knowing where to find the answers and managing customer expectations.
  • Ability to work under pressure and prioritize competing demands to meet deadlines.
  • Strategic thinker and problem-solver.
  • Comfortable working in a fast-paced and changing environment.
  • At times, some lifting and transporting of moderately heavy objects, such as computers and peripherals.
  • Excellent oral and written communication skills. Ability to travel up to 10%, as the role is based in New York but requires occasional travel to the Washington, D.C. office.
  • Proficiency in core MS Office tools, Office 365 cloud-based applications and Legal Technology.
  • Ability to use and troubleshoot Core Technology tools such as Windows OS, Outlook, Office 365 and the use of cloud-based applications and Legal Technology.
  • Technical experience within the legal industry preferred; this includes support experience with a Document Management System ("DMS", e.g., iManage), document formatting tools, collaboration tools, as well as other legal applications.
  • Support desk experience, or any other experience in the IT industry is preferred.
  • Legal practice experience is preferred.

Clifford Chance is one of the world's leading law firms, helping clients achieve their goals by combining the highest global standards with local expertise. The firm has unrivalled scale and depth of legal resources across the three key markets of the Americas, Asia and Europe and focuses on the core areas of commercial activity: capital markets; corporate and M&A; finance and banking; real estate; tax; pensions and employment; litigation and dispute resolution.

Alongside world-class legal careers, Clifford Chance offers excellent opportunities in the support functions that underpin its business operations. By joining us in Business Professionals, you will help us to innovate in the way we deliver our services and enable us to run a successful multinational business that never stands still.  The Business Professionals team is integral to the running of the firm and is critical to its success.


It has been and continues to be the Firm’s policy to provide equal opportunity and equal terms and conditions of employment to all employees and applicants for employment without discrimination on the basis of race, religion, color, national origin, sex, age, marital status, sexual orientation, gender identity or expression, citizenship status, immigration status, pregnancy, disability, veteran status, genetic predisposition or any other status protected by law.

Alternatives are available for individuals who are unable to use or access our online application system.  For assistance, please contact Clifford Chance's Human Resources Department at HR.Recruit@CliffordChance.com.


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