We are seeking a customer-focused IT Analyst to join our Information Technology team supporting our San Francisco and Silicon Valley offices. This role is ideal for an experienced IT professional who enjoys solving technical challenges, delivering exceptional client service, and working collaboratively in a fast-paced, professional environment.
As an IT Analyst, you will provide high-quality second-level technical support for desktops, laptops, mobile devices, printers, and productivity applications. You'll serve as an escalation point for complex technical issues, partner with specialized IT teams and vendors, and help ensure our attorneys and business professionals receive responsive, reliable technology support.
This role also supports hardware procurement, deployment, lifecycle management, and asset tracking while contributing to a seamless technology experience across a hybrid work environment.
This position requires installing, moving, and maintaining computer equipment and related hardware. The role includes lifting and moving IT equipment. Assistance is available for items exceeding 50 pounds, and carts are provided to facilitate the movement of heavier equipment.
Key Responsibilities
- Deliver responsive, user-focused deskside and remote technical support in a hybrid work environment.
- Serve as the second-level escalation point for IT Help Desk incidents while meeting established service level agreements (SLAs)
- Troubleshoot and resolve hardware and software issues involving desktops, laptops, printers, mobile devices, phones, docking stations, and peripherals.
- Image, configure, deploy, and maintain workstations while installing approved software and performing routine system maintenance.
- Collaborate with Infrastructure, Networking, Systems, Applications, and external vendors to resolve complex technical issues.
- Maintain accurate asset inventory and documentation using ServiceNow and other asset management tools.
- Support employee onboarding and offboarding activities, including device provisioning and account readiness.
- Manage hardware lifecycle activities, including procurement, deployment, replacement, and retirement.
- Ensure timely communication, follow-up, and resolution of assigned service requests.
Qualifications
- Associate degree in Information Technology or equivalent combination of education and experience.
- Minimum of five (5) years of hands-on desktop support experience in a professional environment.
- Strong knowledge of Microsoft Windows operating systems and Microsoft 365 applications, including Outlook, Word, Excel, and PowerPoint.
Experience with:
- ServiceNow or similar IT Service Management (ITSM) platforms
- BeyondTrust or comparable remote support solutions
- Microsoft SCCM or other endpoint management tools
Experience supporting:
- Adobe Acrobat and Nuance PDF
- Microsoft Edge, Google Chrome, and Mozilla Firefox
- iOS and Android mobile devices
- IP telephony and VPN connectivity
- Wireless networking across Windows, macOS, and mobile platforms
- Desktop computers, laptops, docking stations, and printers
- Excellent troubleshooting, analytical, and problem-solving skills.
- Outstanding customer service, verbal communication, and written communication skills.
- Ability to prioritize multiple assignments in a fast-paced, deadline-driven environment.
- Strong attention to detail with excellent organizational and time management skills.
- Professional demeanor with the ability to work effectively with stakeholders at all levels.
- High level of discretion and commitment to maintaining confidentiality.
- Self-motivated with the ability to work independently and collaboratively.
- Willingness to work flexible hours and occasional overtime as business needs require.
Preferred Qualifications - Industry certifications such as CompTIA A+, Microsoft MD-100/MD-101, or equivalent.
- Previous experience supporting legal technology and law firm applications, including iManage.
- Project management experience.
The anticipated base salary for this position is $74,720 to $100,000. The actual base salary offered will depend on a variety of factors, including without limitation, the qualifications of the individual applicant for the position, years of relevant experience, level of education attained, certifications or other professional licenses held, and if applicable, the location in which the applicant lives and/or from which they will be performing the job.
For benefits information, please click here https://www.arnoldporter.com/en/careers/professional-staff/benefits .
As a nonexempt position, this position is eligible for overtime.
The firm may provide a discretionary bonus annually.
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