Technology Support Analyst - L2

Technology Support Analyst - Level II

Candidates must be comfortable going on site 4 days a week in the San Francisco Bay Area.

Overview
The Level II Technology Support Analyst delivers advanced technical assistance and exceptional customer service to employees across the organization. Acting as the primary escalation point for the Level I support team, this role handles complex issues involving software, hardware, networking, security, AV systems, and mobile technologies. The analyst partners closely with senior technical staff to troubleshoot high-impact problems and contributes to ongoing improvements in processes, training, and service delivery. This position also plays a key role in onboarding new hires and supporting AV technology within local conference rooms. Prior experience in legal and/or professional services environments is highly desired.

Key Responsibilities

Technical Support & Issue Resolution

• Provide in person and remote technical support for standard business applications, devices, operating systems, printers, phones, and mobile hardware.


• Troubleshoot escalated incidents from the Level I team, and coordinate with Level III or specialized teams when further escalation is required.


• Maintain detailed and accurate documentation in the ticketing system, ensuring clarity during escalation and throughout the lifecycle of each request.


• Offer regular updates to employees while investigating and resolving issues that require extended troubleshooting.

Technology Operations & Collaboration

• Support AV equipment and conference room technology, including setup, testing, and teardown for meetings.


• Image, configure, and deploy laptops/desktops in an enterprise environment.


• Monitor support trends and communicate recurring issues to leadership to help identify larger systemic problems.


• Participate in software testing, pilot programs, and evaluations of new services or updates.


• Join recurring technology meetings to stay informed on organizational initiatives, product rollouts, and service changes.


• Contribute to the development of technology-related processes, service standards, and best practices.


• Complete special projects as assigned.

Qualifications

Technical Skills

• Strong proficiency with Microsoft Windows, Microsoft 365, and cloud-based applications (Teams, SharePoint, Outlook, Word, Excel, PowerPoint, OneNote).


• Skilled in diagnosing complex software, hardware, mobile, and peripheral issues.


• Familiarity with Active Directory, SCCM, Autopilot, and OSD Cloud.


• Experience working with remote access and virtualization tools such as VPN and Citrix VDI.


• Understanding of security standards and general networking concepts (switches, routers, circuits, virtual servers, data centers).

Professional Skills

• Prior experience in legal and/or professional services environments highly preferred.


• Works well independently and collaboratively.

Education & Experience

• Bachelor's degree preferred, or equivalent professional experience.


• 3+ years of advanced technical support experience in a large enterprise environment, including cloud services and hybrid meeting technology.


• Experience delivering user training is a plus.


• Background in high-touch or white-glove support environments preferred.


• Experience within the legal industry is highly valued.

Dexian stands at the forefront of Talent + Technology solutions with a presence spanning more than 70 locations worldwide and a team exceeding 10,000 professionals. As one of the largest technology and professional staffing companies and one of the largest minority-owned staffing companies in the United States, Dexian combines over 30 years of industry expertise with cutting-edge technologies to deliver comprehensive global services and support.

Dexian connects the right talent and the right technology with the right organizations to deliver trajectory-changing results that help everyone achieve their ambitions and goals. To learn more, please visit .

Dexian is an Equal Opportunity Employer that recruits and hires qualified candidates without regard to race, religion, sex, sexual orientation, gender identity, age, national origin, ancestry, citizenship, disability, or veteran status.