Technical Support Analyst

Primary Responsibilities

• Provide technical support for hardware, software, and networking issues.
• Serve as a point of escalation for complex incidents and collaborate with senior analysts or vendors as needed.
• Aid in onboarding and offboarding of employees, including account provisioning and equipment setup.
• Maintain accurate documentation for systems, procedures, and troubleshooting guides.
• Support service desk operations during downtime and on an as needed basis by monitoring and responding to support tickets in a timely and professional manner.
• Participate in IT projects, rollouts, and upgrades.
• Support audiovisual systems, conference room technology, and telecommunication systems as needed and occasionally during after-hours office events.
• Ensure data security policies and compliance standards are upheld.

Qualifications

• Three to five years of experience in an IT support role, preferably within a law firm environment.
• A comprehensive knowledge of Windows 10/11, Microsoft Office, and Teams is required.
• Experience with macOS, iOS, and Androids is highly desired.
• An understanding of printers, remote access tools, and mobile devices is required.
• Experience with Mobile Device Management (MDM) is highly desired.
• Experience with utilizing ticketing and asset management systems, such as ServiceNow, is desired.
• Strong problem-solving skills and ability to communicate clearly with both technical and non-technical users.
• Ability to work independently, manage multiple priorities, and remain calm under pressure.

Physical Requirements

• Ability to sit in assigned work area, answer telephones, and respond to e-mails in a timely manner, and type proficiently for long periods of time.
• Ability to lift up to 50 pounds individually or assist in the lifting or large parcels.

Preferred Qualifications

• Working knowledge of legal applications, including document management systems.
• Familiarity with data privacy and compliance regulations.
• Experience supporting hybrid or remote work environments.
• IT certifications or coursework.

Pay

California Pay range for this role, with final offer amount dependent on skillset and experience, is $75,000-$85,000.