User Support Analyst

About the role

Eleven Recruiting is seeking an experienced User Support Analyst to join one of our largest legal clients in Downtown, Los Angeles. The ideal candidate provides first and second-level technical support to end users in a large enterprise environment, delivering concierge-level service both onsite and remotely. This role is responsible for troubleshooting hardware, software, mobile devices, collaboration tools, and connectivity issues while ensuring timely resolution of incidents through the organization's ticketing system. The analyst participates in a rotating help desk and after-hours support schedule, assists with endpoint deployments, inventory management, software updates, conference room technology, and provides smart-hands support to engineering teams.

Responsibilities

• Provide Tier 1 and Tier 2 technical support for desktop, laptop, mobile device, software, and peripheral issues via phone, remote access, and onsite support.
• Troubleshoot and resolve hardware, software, Microsoft 365, collaboration, printing, VPN/Citrix, and connectivity issues while delivering high-quality customer service.
• Install, configure, image, deploy, and maintain desktops, laptops, mobile devices, and related hardware.
• Manage incidents, service requests, and documentation using ServiceNow or a similar ITSM ticketing system, ensuring SLA compliance and accurate record keeping.
• Support Microsoft 365, SharePoint, cloud collaboration platforms, mobile device management (MDM), and document management applications such as iManage.
• Assist with conference room A/V equipment, video conferencing technologies, and collaboration tools including RingCentral or similar platforms.
• Perform software installations, updates, patching, and endpoint maintenance while supporting equipment inventory and asset management activities.
• Provide smart-hands support for infrastructure and engineering teams, assisting with onsite technical tasks as needed.
• Participate in an after-hours, weekend, and rotating on-call support schedule to ensure continuous IT service availability.
• Maintain current knowledge of supported technologies and contribute to process improvements and technical documentation.

Qualifications

• 2–4 years of desktop support, help desk, or technical support experience in an enterprise environment supporting 300+ users.
• Experience supporting Windows desktop environments, Microsoft 365, Active Directory, VPN/Citrix, mobile devices, printers, and collaboration technologies.
• Hands-on experience with ServiceNow or comparable ITSM ticketing platforms.
• Strong troubleshooting skills across hardware, software, operating systems, and end-user technologies.
• Excellent customer service, communication, and telephone support skills with the ability to support users at all organizational levels.
• Ability to prioritize multiple issues, work independently, and perform effectively in a fast-paced, high-pressure environment.
• Willingness to work evenings, weekends, rotating on-call schedules, and travel up to 25% as business needs require.
• High school diploma or GED required; additional technical education or certifications are a plus.

Pay

$38.00 - $39.50/hr

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