IT Analyst

Our professional services client is seeking a customer-focused IT Analyst to provide second-level technical support for their San Francisco and Silicon Valley offices. This role is ideal for an experienced IT professional who enjoys solving technical challenges, delivering responsive client service, and supporting technology 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

·        Provide deskside and remote second-level support for desktops, laptops, mobile devices, printers, phones, docking stations, peripherals, and productivity applications.

·        Troubleshoot complex hardware, software, connectivity, and workstation issues while meeting service level agreements (SLAs).

·        Image, configure, deploy, maintain, and retire workstations and related equipment.

·        Partner with Infrastructure, Networking, Systems, Applications, and external vendors to resolve escalated technical issues.

·        Maintain accurate asset inventory and documentation using ServiceNow and other asset management tools.

·        Support onboarding and offboarding, including device provisioning and account readiness.

·        Communicate clearly and follow through on assigned service requests through resolution.

 Qualifications

·        Associate degree in Information Technology or equivalent education and experience.

·        Minimum of five (5) years of hands-on desktop support experience in a professional environment.

·        Strong knowledge of Microsoft Windows and Microsoft 365 applications, including Outlook, Word, Excel, and PowerPoint.

·        Experience with ServiceNow or similar ITSM platforms, BeyondTrust or comparable remote support tools, and Microsoft SCCM or another endpoint management tool.

·        Experience supporting Adobe Acrobat, Nuance PDF, major web browsers, iOS and Android devices, IP telephony, VPN connectivity, wireless networking, desktops, laptops, docking stations, and printers.

·        Excellent troubleshooting, analytical, customer service, verbal communication, and written communication skills.

·        Ability to prioritize work in a fast-paced environment while maintaining strong organization, attention to detail, discretion, and professionalism.

·        Self-motivated and able to work independently and collaboratively, with flexibility for 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.