Sr. Desktop Support Analyst - SF

What You’ll Do

• Provide direct, hands‑on and remote support to users who are experiencing desktop operating system, connectivity and applications issues and provide complete follow‑through to successful resolution.
• Perform hardware diagnostics and execute or coordinate repairs in a timely fashion to ensure customer satisfaction.
• Provide 2nd level support for all software escalations from User Support.
• Provide 2nd level support for all remote access calls escalated from User Support (Windows
  365, Citrix, and VPN).
• Responsible for hardware procurement, including placing orders through online purchasing tools for specified vendors for PCs and hardware peripherals and managing inventory of those items.
• Assess software compatibility with current operating system and execute on the installation and maintenance of practice‑specific applications.
• Assist and mentor the other team members on various technologies.
• Plan, schedule and execute computer equipment installations, imaging, upgrades and replacement projects.
• Pro‑actively assess employee capacity working with business administrators to ensure appropriate level of hardware inventory to meet business needs.
• Utilize and leverage current mechanisms to obtain feedback from end users, analyze results and make recommendations for support process improvement to senior management, and implement approved changes.
• Act as a liaison between the other support groups within IT to ensure proper communication about new user services and/or problems with existing user services.
• Collaborate with IT Infrastructure team to perform occasional hands‑on IT infrastructure hardware installation and maintenance.
• Effectively translate user requests, business needs and technical specifications into formal written documentation.
• Engage end users in a consultative capacity providing solutions and desired outcomes.
• Maintain vendor relationships for contact/troubleshooting purposes, serving as a liaison with third‑party support and PC equipment vendors.
• Responsible for physical asset inventory and asset management within the office.
• Participate in firm‑wide, off‑hours on‑call rotation.
• Act as primary point of contact for troubleshooting server‑room related issues as well as assisting with installation or removal of server‑room hardware.

• Bachelor’s Degree in computer science or related field or equivalent work experience.
• Two or more years of experience troubleshooting and working with Microsoft Windows and Office Suite including legal‑specific applications add‑ons, document management, and handheld technologies.
• Effective and professional communication and collaboration with all levels of the organization.
• Ability to adjust to constantly changing priorities and employ time and task management methodologies towards successful accomplishment of workload.
• Basic network administrative experience with Microsoft Active Directory. SCCM and FIM knowledge is a plus.
• Experience working with connectivity and application troubleshooting in Windows
  365, Citrix and VPN environments.
• Thorough understanding of a desktop operating system‑managed environment and integration points with Microsoft Office and other legal applications.
• Experience with Cisco IP Telephony is a plus (including adds and changes in Cisco Unified Call Manager and Cisco Unity voicemail).
• Ability to troubleshoot issues with a wide variety of Apple and Android‑based mobile devices.

• Health, dental, and vision insurance
• Life and disability insurance
• Retirement and savings plan
• Emergency back‑up child and adult care
• Paid vacation, sick time off, and holidays
• Professional development and career advancement opportunities
• Employee recognition and reward programs
• Employee wellness and assistance programs
• Employee discounts and perks

Salary:
Boston $75,100 - $112,600;
Los Angeles $80,700 - $121,100;
New York $80,700 - $121,100;
Orange County $80,700 - $121,100;
Philadelphia $73,600 - $110,400;
San Diego $80,700 - $121,100;
San Francisco $86,300 - $129,500;
Santa Monica $80,700 - $121,100. Overtime: eligible.