Desktop Support Analyst

Please send your resume in WORD format should you be interested in the following Desktop Support Analyst position located in Century City, CA (Los Angeles). This is a full-time role with a salary range of $70K - $90K + bonus and great benefits. If you are not interested in this position, please pass onto colleagues/associates as we do offer referral fees should they be hired.

Job Title: Desktop Support Analyst

Location: Century City, CA (Los Angeles)

Salary: $70K - $90K

Term:  Full-time

3rd Party C2C/Transfer: No 

Referral Fee: $500 - Refer qualified colleague, friends, or family.

Bachelor’s degree required: No

Proof of vaccination required: Yes

Please reply with an updated resume in Microsoft Word format

JOB DESCRIPTION

The Desktop Support Analyst (Level 2) is responsible for assisting Help Desk Technicians (Level 1) with escalations and technical through phone, email, and chat support, in order to resolve end user’s incidents and support requests. The Desktop Support Analysts communicate with customers at all levels of technical and non-technical skill sets. Analysts also provide technical coaching and training as things change in the environment. Desktop Support Analysts receive elevated complex and/or high priority problems that Help Desk Technicians cannot resolve in a timely manner. User Support Analysts are responsible for escalating issues to the appropriate engineering groups (Level 3) for resolution if necessary. Desktop Support Analysts diagnose and troubleshoot end user desktop application issues and provides appropriate solution. They follow-up with end users to provide status updates as per service level guidelines (SLA's). In addition, the Desktop Support Analyst will partner with other Technology team members and groups to provide on-site assistance and coordination for application deployments, videoconference meeting preparation, data center maintenance, and investigation of security related reports on equipment and virus scans. The Analyst must ensure that all reported incidents and interactions are recorded in the Firm’s service management platform, Service Now. This is a highly visible and relied-upon position, and the Analyst serves as a key interface in satisfying users’ and clients’ technology needs.

Essential Duties:

• Respond to requests for technical assistance in person, via phone, and
• electronically.
• Diagnose and resolve technical hardware, software, VoIP phone, and smartphone issues.
• On-site representative and contact for technology vendor appointments.
• Setup, testing, and delivery of meetings and conferences within the office.
• Track, route, and redirect problems to correct resources.
• Log all help desk interactions in the ticketing system.
• Follow up with customers, provide feedback, and see problems through to resolution, including escalated calls.
• Ensure proper recording, documentation, and closure of all end user help calls or requests.
• Prepare video conference and A/V equipment for meetings and troubleshoot connectivity issues as needed.
• Perform basic troubleshooting for data center equipment and network issues.
• Continuously review and maintain training materials and knowledge base used within the Help Desk and the creation of new subject areas.
• Mentor team members in areas of troubleshooting, customer service, and documentation.
• Assist in the training of newly hired Help Desk team members.
• Assist in the overall review of incidents and service requests to ensure correct solutions and adherence to process.
• Assist in daily/weekly/monthly performance reporting including analysis of key performance indicators and trends.
• Continuously review existing processes for areas of improvement and the development of new processes.
• Maintain technical knowledge of all supported products through training and hands on experience.
• Responsible for assisting in emergency procedures and assisting in coordination of resources to respond to those emergencies to assure system reliability.
• Available after business hours and weekends for system upgrades and planned maintenance.
• Perform other responsibilities as assigned.
• Work additional hours as needed to fulfill job requirements.

Skills/Qualifications

• Minimum 3-4 years of experience in information systems with specific concentration on PC oriented responsibilities.
• Minimum 3-4 years of experience in an IT call center environment.
• Bachelor’s degree preferred.
• Law Firm experience REQUIRED
• Working knowledge of fundamental operations of relevant software, hardware, and data center infrastructure.
• Knowledge and experience of customer service practices.
• Knowledge and training in ITIL (Information Technology Infrastructure Library) methodologies.
• Ability to explain complex and technical issues or procedures to the end users in a way end users understand.
• Strong communication skills (verbal and written) with the ability to develop positive working relationships (in-person and virtually).
• Ability to problem solve in a high-pressure, deadline-oriented environment.
• Ability to understand when urgency is required.
• Meticulous attention to detail and accuracy.
• Ability to troubleshoot and manage multiple tasks with effective organizational skills.
• Proven problem solving, critical thinking, and decision-making skills.
• Unquestioned integrity and professionalism.
• Proficient in Microsoft Suite (Word, Excel, Outlook, Teams).
• Proficient in web-based conference call/web-sharing applications.
• Willingness to be flexible with schedules, duties, technologies, and responsibilities in a changing work environment.

General Expectations

• Promote positive work habits, including effective and timely communication, teamwork, and demonstrating respect for colleagues.
• Contribute to providing the highest quality of service to internal and external clients.
• Take appropriate initiative and ownership of job responsibilities while ensuring the assignments/job duties are performed successfully and on time.
• Understand and abide by Firm policies and embrace Firm values.
• Ability to maintain regular attendance and work regularly scheduled hours.
• Ability to sit for long periods of time, type, and handle light lifting (files, copy paper, etc.) in a professional office environment.
• Comply with safe work practices including compliance with the Firm’s COVID-19 policies and safety measures.