IT Support Analyst - Los Angeles

Burke, Williams & Sorensen LLP is seeking a full-time IT Support Analyst to join its Los Angeles Office. The IT Support Analyst provides first-line technical support to firm personnel, including remote, hybrid, and in-office users.

Responsibilities

• Serve as the first point of contact for all IT support requests via phone, email, chat, or ticketing system.
• Troubleshoot and resolve basic hardware, software, and network issues using documented procedures; escalate when required.
• Own issues through resolution, providing updates and follow-through until completion.
• Document all issues, steps taken, and resolutions in the ticketing system and maintain accurate incident records.
• Perform workstation setup, imaging, deployment, configuration, and equipment replacements.
• Assist with user onboarding/offboarding, including account setup, password resets, and equipment preparation.
• Support remote, hybrid, and onsite users via remote access tools and in-person assistance.
• Provide basic troubleshooting for Windows, Microsoft 365, printers, mobile devices, and collaboration tools.
• Monitor and respond to incoming support tickets, meeting IT service-level expectations.
• Maintain awareness of IT systems and assist with routine system monitoring tasks.
• Contribute to a knowledge base by documenting common issues and solutions.
• Deliver excellent customer service, maintaining professionalism and a calm demeanor even under pressure.

Requirements

• Working knowledge of Windows 11 and Microsoft 365.
• 2–5 years of help desk or technical support experience.
• Willingness to learn and adapt to new technologies.
• Technical proficiency with computers, mobile devices, and common software applications.
• Strong troubleshooting and problem-solving skills.
• Excellent verbal and written communication skills for interacting with non-technical users.
• Ability to multitask and manage several tickets simultaneously in a fast-paced environment.
• High attention to detail and accurate documentation practices.
• Basic understanding of network fundamentals, IP addressing, DNS, DHCP, and Wi-Fi troubleshooting.
• Familiarity with security basics, including account lockouts and safe computing practices.
• Exceptional customer service orientation and professionalism.

Nice-to-Have Skills

• Experience using a ticketing system.
• Experience with remote support tools (TeamViewer, etc.).
• Calm demeanor when supporting end users in stressful situations.
• Self-motivated to stay current with modern technology and emerging IT trends.
• Prior legal IT experience (Netdocuments, iManage, document management systems, PDF workflows) is a strong plus.
• Familiarity with Active Directory, password resets, group membership, and device management.
• Basic knowledge of printers, peripheral devices, and their maintenance.

Preferred Certifications

• CompTIA A+ or Network+
• Microsoft Certified: Modern Desktop Administrator Associate
• Google IT Support or Microsoft IT Support Certificate Programs

Work Environment & Expectations

• Support a distributed workforce across 8 offices and remote locations.
• This position reports directly to senior IT team members and operates under the overall guidance and supervision of the IT Director.
• Collaborate with a small IT team and escalate issues appropriately.
• Uphold firm standards for professionalism, confidentiality, and client service.

Schedule

This is a full-time, on-site position (Monday–Friday), working an 8-hour shift from 8:30 AM to 6:00 PM.

Pay

The annual compensation range for this position is $85,000.00 to $105,000.00. The salary offered within this range will depend upon qualifications and experience.