Technical Support Analyst II

Technical Support Analyst II

Salary: $75k-$95k

Location: Los Angeles, CA

Onsite: 5 days/week

*We are unable to provide sponsorship for this role*

Qualifications

• Bachelor’s degree
• 2-5 years of related experience
• Hands-on support, including reimaging computers, swapping equipment, troubleshooting hardware/software issues and investigating root causes of problems.
• Experience in both remote and on-site support
• Zoom and Microsoft Intune support
• Experience using ServiceNow as a ticketing system
• Experience supporting Windows-based computers, including Microsoft Windows 11
• Experience supporting VoIP Telephony solutions
• Experience with enterprise imaging solutions for Windows-based computers
• Experience supporting Smartphones, e.g., iPhone, Android
• Experience supporting Microsoft Office Applications and Remote Access technology, such as Citrix
• Legal/Law firm industry experience

Responsibilities

• Assist users to resolve computer related problems such as inoperative hardware or software, including network connections.  Resolve customer inquiries efficiently and effectively using active listening and personalizing techniques with a constant focus on service excellence.
• Hardware Support functions include, but are not limited to, end user support, desktop support, laptop support, visiting office setups, and mobile device support.  Perform computer imaging and post image configurations, preventative maintenance, and basic printer troubleshooting working with the vendor on repairs. 
• Software support functions include, but are not limited to, troubleshooting of applications, installation and configuration of software, updates and preventative maintenance, and support of third-party applications in coordination with vendors. 
• Manage the assets that are both deployed and in inventory, maintain accurate Asset records for each user and each piece of equipment. Coordinate and perform Hardware moves, changes and exchanges. 
• Provide break/fix support for telephones, including handsets, telephone cords and telephone base units.
• Assist with projects such hardware or software upgrades, office moves and special events.
• Manage and process Hardware warranty claims and issues and facilitate warranty repairs with third party vendors.
• Document and maintain user request and incident records in IT Service Management System.