Systems Support Analyst III

Systems Support Analyst III 

San Francisco, CA

HOURS: 9:00am-5:00pm

SUMMARY: The Systems Support Analyst (Level 3) role supports the IT department within an international, top-ranked law firm; providing tier 3 desktop, imaging, configuring and deploying support to users firmwide and within the SF office. This role will also be a key player in supporting leadership with development of processes, policies and standards within IT. 

COMPENSATION: Base salary to $100,000, plus paid overtime, bonus and comprehensive benefits (including, medical, dental, vision and 401K). Exceptional work environment ideal to all transportation in one of New York's most recognized addresses.

RESPONSIBILITIES:

  • Serve as the expert point of contact for troubleshooting escalated technical support inquiries directed to the Information Technology department
  • Research complicated technical requests that cannot be resolved on the first call.
  • Follow up on calls escalated to other departments
  • Articulate complex technical explanations into easy to digest verbiage for non-IT users 
  • Identify trends and unusual inquires routed to Service Desk to leadership as needed
  • Assist with new software/hardware testing and rollout, providing feedback to senior leadership 
  • Take part in regularly scheduled IT calls 
  • Mentor and train level I and II analysts on technical resolutions
  • Guide new employees through onboarding within the IT department; equipping them with knowledge and support needed to succeed in their new role 
  • Educate peers on firm-specific systems, hardware and applications 
  • Plan and oversee large-group tech training programs and materials for the Fall and Summer Associate programs 
  • Provide onsite and remote desktop support to users on a regular basis for software applications, hardware, operating systems, mobile devices and other support
  • Responsible for installing and maintaining all end user IT equipment, including personal computers, laptops, printers, electronic devices and software
  • Maintain accurate records of all opening, closing, resolution and tracking/maintenance of user requests and security measures within the Service Desk ticketing system

REQUIREMENTS:

  • Bachelor's Degree preferred
  • 5+ years of Service Desk or IT support troubleshooting complex IT issues, computer hardware, devices and equipment 
  • Advanced Microsoft office, Microsoft Teams, Active Directory, SCCM, general data and  security protocols
  • Strong knowledge of PC systems and MAC systems (desktop and laptop)
  • Experience supporting mobile devices and entering/tracking tickets in incident management systems (Airwatch, Service Now, etc)
  • Ability to troubleshoot remote technologies (RDP, VPN, Citrix, etc.)
  • Understanding of general network architecture including switches, routers, circuits, servers and data centers

https://tripointsearch.com/jobs/category/technical-support/