Deskside Support

We are seeking an experienced Deskside Tier II Support Technician to join an IT Service Desk team in Los Angeles. This role is pivotal in delivering expert-level technical support to legal professionals and staff, ensuring seamless operations and resolving complex workstation issues efficiently. The ideal candidate will possess a strong background in deskside support within professional or legal environments, with excellent communication skills and a patient, professional demeanor.

• Provide Tier 2 deskside support for escalations from the Service Desk, covering hardware, software, accounts, printing, networking, and mobile devices.
• Troubleshoot complex workstation problems related to Windows 10/11, Office 365, Teams, One Drive, printers, security tools, and legal-approved applications such as iManage, Big Hand, Intapp, and Citrix.
• Support onboarding of new hires, workstation setups, hardware replacements, and office moves or relocations.
• Perform hands‑on technical tasks including workstation imaging, configuration, patching, driver updates, and peripheral troubleshooting.
• Manage support for conference rooms equipped with AV technology, Teams Rooms, webcams, microphones, monitors, and collaboration tools.
• Understand and support workflows specific to legal professionals, including trial preparation, document workflows, remote access, and mobile productivity enhancements.
• Conduct onsite troubleshooting and assist users through resolution steps or hands‑on repair as needed.
• Coordinate with Service Desk, End‑User Computing Engineers, Infrastructure, and Applications teams for escalations and issue resolution.
• Ensure all escalated tickets are properly followed up and resolved to maintain user satisfaction.
• Assist with workstation lifecycle management tasks, including deployment, retirement, asset tagging, and documentation.
• Provide after‑hours support on rotation to handle urgent issues or scheduled maintenance.
• Maintain accurate documentation of troubleshooting steps and resolutions within the ITSM platform (e.g., Fresh service, Halo).
• Collaborate with the Service Desk to identify training opportunities, recurring issues, and process improvements.

• Demonstrates high professionalism, tact, and diplomacy when engaging with colleagues and clients at all levels, maintaining confidentiality.
• Fluent in reading, writing, and communicating in English, with the ability to produce professional documentation and participate effectively in video, phone, and in‑person communications.
• Strong attention to detail, adept at managing multiple projects simultaneously, with excellent time management skills.
• Basic understanding of networking concepts such as VPN, Wi‑Fi, DNS, and IP addressing.
• Proficiency with Windows 10/11, Microsoft Office 365, Teams, One Drive, and related productivity tools.
• Familiarity with ITIL principles including incident, problem, and change management.
• Critical‑thinking skills to handle routine tasks and resolve sensitive or complex issues effectively.
• Ability and willingness to travel as required.

• Associate’s degree in Information Technology or a related field (preferred).
• Minimum of 5 years’ hands‑on deskside or field support experience, preferably within a law firm or professional services organization.
• Experience supporting legal applications such as iManage, Big Hand, Intapp, Aderant, Workshare/Compare Docs, and Citrix (preferred).
• Industry certifications like CompTIA A+, Network+, Microsoft 365, or Modern Desktop Windows are highly desirable.