Legal IT End-User Support Analyst

***We are unable to sponsor for this permanent full-time role***

***Legal Industry experience required***

***Role requires working onsite 5 days each week in Century City***

***Position is bonus eligible***

Prestigious Global Firm is currently seeking an IT End-User Support Analyst with Legal/Law Firm support experinece. Candidate will provide Level ll, hands-on technical support to Firm users. This person will troubleshoot hardware, software, connectivity, mobile device and other technology issues both in person and remotely.
This is a highly user-facing position. While strong technical troubleshooting skills are important, customer service is the top priority. The ideal candidate can build rapport with users, communicate effectively, take ownership of issues and use their technical knowledge to identify and resolve problems. The broader team includes professionals supporting deskside/user support, AV and systems administration and works closely with office management to ensure local technology needs are addressed.
Responsibilities:

This position is more technical and hands-on than a traditional Level 1/service desk role.
Level 1: Primarily service desk/basic troubleshooting.
Level 2 (this position): Local hands-on support, including reimaging computers, swapping equipment, troubleshooting hardware/software issues and investigating root causes of problems.
Level 3: Issues requiring deeper escalation to upstream IT teams or outside vendors.
Candidates should therefore have experience troubleshooting beyond simply logging tickets and escalating issues.

This is a service-first IT environment. Candidates should be comfortable interacting directly with Firm users and providing responsive, professional and high-touch support.
Strong candidates will be able to demonstrate that they can:
• Build relationships and rapport with users
• Communicate technical information clearly
• Remain professional and service-oriented when issues are urgent
• Take ownership of problems through resolution
• Troubleshoot independently while knowing when escalation is appropriate

Occasional overtime may be required before or after standard business hours for IT maintenance, equipment changes or other technology needs. This is not expected to occur frequently.

Qualifications:

• 2-5 years of hands-on IT/user support experience. Hands-on Level II / deskside / end-user support*
• Microsoft Windows 11 & Microsoft Office 365*
• Both Remote & In-Person user support*
• Microsoft Intune, particularly mobile device management*
• Computer imaging, reimaging, configuration and hardware swaps
• Laptop/desktop troubleshooting; the Firm primarily uses Dell laptops
• Smartphone/mobile device support
• Remote access technologies such as Citrix
• VoIP/telephony support
• IT ticketing systems; the Firm currently uses ServiceNow
• Zoom support*

Additional helpful experience includes SCCM, Cisco Telephony, NetDocs, Adobe Acrobat and Mac Support.