Desktop Services Analyst

About the role

The Desktop Services Analyst position is within Kilpatrick Townsend & Stockton LLP's Information Technology Department in San Francisco. This role supports attorneys, paralegals, and support staff, providing high-level service to both internal and external clients. The firm values its employees, its culture, and its commitment to the community.

Responsibilities

• Provide 2nd level software and hardware support.
• Research application software solutions and assess their feasibility as a resolution or workaround.
• Install and set up stand-alone software as needed, ensuring licensing records are maintained.
• Troubleshoot and develop technical solutions and training related to software and setup errors for Service Desk/DTS analysts.
• Assist with audio, web, and video conference set-up and support, including conference room set-up and support for presentations.
• Manage vendor and IT peer relationships to coordinate conferences, troubleshoot, and conduct proactive maintenance events.
• Monitor conferencing sessions to quickly and proactively identify traffic patterns and device performance issues.
• Perform installation and repair of computer hardware and peripherals, including desktops, laptops, monitors, digital voice recorders, printers, and scanners.
• Support and install mobile computing and communications devices, such as iPhones, iPads, Android devices, and Windows mobile units.
• Maintain preventative maintenance tasks to ensure optimal performance of all desktops, laptops, printers, and other computer peripherals.
• Travel to other Kilpatrick offices to provide desktop support assistance when necessary.
• Provide remote assistance to other Kilpatrick offices when necessary.
• Keep IT management informed and updated on major IT support issues in a timely manner.
• Track user support calls and response in the Firm’s ticket tracking software.
• Provide floor support to customers as needed.
• Utilize all available technical resources and current support policies in order to provide accurate solutions and ensuring customer satisfaction.
• Participate actively in maintaining an internal knowledge base system.
• Escalate problems requiring more in-depth knowledge to 3rd level teams in a timely manner and follow up on resolution.
• Utilize, update, and maintain knowledge base.
• Attend training offered within the group and as required by supervisor.
• Cross train other Desktop support staff to create secondary layer of support when required.
• Keep Office Administrator and other key staff and attorneys in local office updated with status on major IT issues when required in a timely manner.
• Provide onsite assistance during maintenance window when required for server and network changes.
• Aid other IT Staff members where appropriate.
• Perform 1st level systems and network support and administrative duties.
• Maintain, as directed, overall responsibility of local server room, MDF closet or other areas where network infrastructure is located and escalate issues to management in a timely manner.
• Perform 1st & 2nd level VoIP telecom support, including Adds/Moves/Changes and voicemail administration.
• Participate in firm/team projects as required.
• Develop policies, procedures, and best practices to ensure client experience with Desktop Services meets or exceeds business needs and customer expectations.
• Work with vendor contacts to resolve technical problems with supported hardware and software.
• Plan, write, and maintain application and user support documentation when required.
• Responsible for the tracking of all fixed and loaner computer equipment and peripherals in local office.
• Create and maintain documentation pertaining to installation, configuration, and daily support of applications.

Requirements

• Minimum of 2 years of experience in the use of microcomputers, preferably in a legal environment.
• Knowledge and experience with applications and technologies utilized in the legal environment.
• Hardware Tech Certification – A+, CompTIA preferred.
• Cisco Network Certifications preferred.
• Microsoft Office Specialist Microsoft Office Word 2010 Expert.
• MCITP – Microsoft Certified IT Professional - Windows, Enterprise Desktop Administrator.
• BS Degree Preferred.

Qualifications

• At least 2 years of experience in the use of microcomputers, preferably in a legal environment.
• Knowledge and experience with applications and technologies utilized in the legal environment.
• Hardware Tech Certification – A+, CompTIA preferred.
• Cisco Network Certifications preferred.
• Microsoft Office Specialist Microsoft Office Word 2010 Expert.
• MCITP – Microsoft Certified IT Professional - Windows, Enterprise Desktop Administrator.
• A Bachelor's Degree is preferred.

Skills

• Experience with microcomputers, particularly in a legal setting.
• Knowledge of applications and technologies used in the legal industry.
• Technical certifications such as A+, Cisco Network Certifications, and MCITP.
• Proficiency in Microsoft Office, specifically Microsoft Office Word 2010.
• Ability to perform 1st and 2nd level systems and network support and administrative duties.
• Strong communication and problem-solving skills.

Benefits

This position offers a multi-faceted health benefit package including medical, dental, and vision coverage. The firm also provides life insurance, short-term disability plans, retirement plans, and holidays and paid time off. The pay range for this position in San Francisco is $56.00 to $58.97 per hour.

Pay

The pay range for this position in San Francisco is $56.00 to $58.97 per hour.

Schedule

In-office presence is required for this position.

Contact

To apply for this position, selected applicants will be contacted. Kilpatrick Townsend & Stockton LLP is an Equal Opportunity Employer. For more information about the firm, please visit our website at www.ktslaw.com.