IT Analyst

Location: San Francisco, CA | Work Arrangement: Onsite 3+ days per week

About The Opportunity

We are seeking a customer-focused IT Analyst to join the Information Technology team of a leading international law firm. This position will support users across the firm’s San Francisco and Silicon Valley offices and is ideal for an experienced IT professional who enjoys troubleshooting technical issues, providing exceptional end-user support, and working in a fast-paced professional environment. The IT Analyst will provide second-level deskside and remote technical support for attorneys, business professionals, and staff.

Responsibilities

• Provide responsive Level 2 deskside and remote technical support in a hybrid environment.
• Troubleshoot and resolve hardware, software, connectivity, and peripheral issues.
• Support Windows desktops and laptops, mobile devices, printers, docking stations, phones, and other IT equipment.
• Image, configure, deploy, maintain, and replace workstations and related hardware.
• Install approved software and perform routine system maintenance.
• Escalate and collaborate with Infrastructure, Networking, Systems, Applications, and third-party vendors to resolve complex issues.
• Manage IT incidents and service requests while meeting established SLAs.
• Use ServiceNow or similar ITSM tools to document incidents, requests, and asset information.
• Maintain accurate hardware and software asset inventory.
• Support employee onboarding and offboarding, including device provisioning and account readiness.
• Assist with hardware procurement, deployment, replacement, lifecycle management, and retirement.
• Provide support for Microsoft 365, Adobe Acrobat, PDF applications, web browsers, VPN, IP telephony, and wireless connectivity.
• Communicate effectively with users throughout the troubleshooting and resolution process.
• Maintain a high level of professionalism, confidentiality, and customer service.

Requirements

• 5+ years of hands-on desktop/IT support experience in a professional environment.
• Associate degree in IT or equivalent combination of education and experience.
• Strong knowledge of Microsoft Windows and Microsoft 365, including Outlook, Word, Excel, and PowerPoint.
• Experience with ServiceNow or another ITSM platform.
• Experience with BeyondTrust or comparable remote support tools.
• Experience with SCCM or another endpoint management platform.
• Hands-on experience supporting:
  • Desktop and laptop computers
  • Printers, docking stations, and peripherals
  • iOS and Android devices
  • VPN and IP telephony
  • Wireless networking
  • Microsoft Edge, Chrome, and Firefox
  • Adobe Acrobat and PDF applications
  • Windows, macOS, and mobile environments
• Strong troubleshooting, analytical, and problem-solving skills.
• Excellent customer service and communication skills.
• Ability to manage multiple priorities in a fast-paced environment.
• Strong organizational skills and attention to detail.
• Professional demeanor and ability to interact with users at all levels.
• Ability to handle confidential information with discretion.
• Comfortable working independently and as part of a collaborative IT team.
• Willingness to work flexible hours and occasional overtime when required.

Preferred Qualifications

• CompTIA A+, Microsoft MD-100/MD-101, or similar certification.
• Experience supporting law firms or legal technology environments.
• Familiarity with iManage or other legal document management systems.
• Experience participating in IT projects or project management activities.

Physical Requirements

This position involves installing, moving, and maintaining computer equipment and related hardware. The ability to lift and move IT equipment is required. Assistance is available for items weighing more than 50 pounds, and carts are provided for heavier equipment.