POSITION: Service Support Analyst
ORGANIZATION: International Law Firm
LOCATION: San Francisco, CA | Santa Monica, CA | New York, NY
HOURS: Monday – Friday 9:00 am – 6:00 pm
COMPENSATION: Base salary up to $85K, plus paid overtime and generous performance-based bonus; Medical, Dental and Vision Coverage; Transit Program; generous Paid Time Off; 401K w/match; Gym membership perks, Life Insurance, all firm amenities, exceptional culture, prestigious firm with historical stability, security and career growth.
SUMMARY: The Service Support Analyst is creating solutions and workarounds for computer hardware, operating system, network and application problems. The analyst will directly support the IT Service Manager and provide first-line investigation and diagnosis of incidents following the incident management process, respond to user calls, listen to user needs and/or issues and provide helpful solutions to their problems.
RESPONSIBILITIES:
- Serve as the initial point of contact for telephone and e-mail inquiries on the Firm’s software applications, hardware, printers and remote technologies directed to the Information Technology department
- Follow up on calls escalated to other departments
- Provide onsite desktop support to users on a regular basis and occasional after-hours/emergency requests
- Responsible for installing and maintaining all end user IT equipment, including personal computers, laptops, printers, electronic devices and software
- Install application software based on corporate standards and end-user requirements
- Maintain accurate records of all maintenance, inventory and security measures associated with the Firm’s inventory
- Coordinate conference setups
- Diagnose and repair computer hardware
- Contact vendor when necessary
- Other duties as assigned
REQUIREMENTS:
- 1+ year of experience in a customer service role
- 2+ years of experience using computer hardware and software focused on Microsoft technologies
- Experience providing telephone-based technical support and/or desk-side technical support
- Experience with Service Desk ticket tracking and management software
- Microsoft Office application suite exposure, as well as video conference applications/equipment, and remote meeting technologies (Webex, Zoom, MS Teams)
- Strong knowledge of PC systems and MAC systems (desktop and laptop), as well as wireless devices and printer hardware
- Excellent ability to follow procedures and processes to ensure we remain IT Compliant
- Able to work independently, as well as part of a team
- Excellent verbal and written communication skills
- Able to handle confidential and sensitive information with discretion
