Help Desk -IT Service & Support

Help Desk
-IT Service & Support
- Southern California

Our client, a successful Los Angeles based Law Firm is now hiring for a Help Desk and IT Service and Support Analyst to serve as a member of a dynamic Customer Experience “Help Desk” team that processes and resolves incoming user support issues and questions in a timely manner. The team supports technical software, hardware, mobile devices, telephone and audio‑video conferencing for Corporate Law Firm employees or guests.

A secondary aspect of this role is providing “just in time” training‑related videos or instructional steps with pictures via email or quick reference materials.

The Customer Experience team provides 24/7 support services through rotating on‑call shifts for after‑hours and weekend support (covered by 4 to 5 team members).

This position supports Working From Anywhere (WFA), and/or a hybrid format rotating between home and office.

• Respond to Help Desk requests via telephone, email, remote access, and in‑person (when necessary).
• Track all end‑user support activities through an incident tracking system. “Service Now” experience is a plus.
• Diagnose and resolve end‑user issues in the office, at home, and remote locations., including hardware, software, e‑mail, internet, or local‑area network problems.
• Deliver, tag, and configure end‑user PC desktop hardware, software, and peripherals as needed and assigned.
• Participate in a rotating on‑call schedule that involves after hours and weekend support and availability via remote access and telephone coverage.
• Develop and maintain an advanced level of proficiency with firm technologies.
• Work independently to research and resolve complex technical issues.
• Vital member of the Customer Experience Team, providing exceptional service and support to all end‑users ( aka, internal and external customers).
• Occasionally visit other offices to provide onsite assistance and inventory tasks.
• Coordinate set up of New Hire accounts, as well as equipment for orientation.
• Configure applications to meet firm requirements and Best Practices.
• Gather additional details, clarify, test, reproduce and document customer issues and create/update support tickets in Service Now.
• Ability to work within deadlines and effectively handle stress.
• Ability to establish effective working relationships and interact successfully with others, especially as part of the IT Department and Customer Experience team.

• Advanced knowledge/experience with Windows operating systems, Microsoft Office, desktop/laptop hardware and mobile devices (Apple/Mac experience is a plus).
• Ability to work with videoconferencing equipment, document management system (iManage), printers, mobile device management, Citrix/VDI, and other software applications in a legal environment.
• Strong network experience is a plus.
• Strong interpersonal skills, ability to interact with people at all levels and highly customer‑focused equally across all departments, teams, and practices groups.
• Ability to quickly adapt to technology changes in a professional services organization.
• Self‑motivated with the ability to execute tasks and make decisions in a high‑pressure environment.
• Bachelor’s degree in computer science (or equivalent work experience) is preferred, as well as two years of experience working in a law firm environment.