Temporary IT Service Support Analyst; Santa Monica

Job Description Summary

Fenwick is seeking a Temporary IT Service Support Analyst in our Santa Monica office location. Under direct supervision of the Associate Director, IT Service, the analyst provides first-line investigation and diagnosis of incidents using the incident management process. The Service Support Analyst acts as the first point of contact between IT and the end-user. The qualified candidate will navigate computer hardware issues, challenges with our operating and network systems, in addition to navigating issues that are affecting our various applications and proactively finding solutions and workaround for these various issues.

This is a 100% onsite position. The work schedule for this role will be 40 hours per week (non-exempt), Monday - Friday, from 9:00 am - 6:00 pm.

• Provide computer, network and software support to the end-user community via telephone, email, remote-access, or in-person.
• Install or relocate computers systems, including monitors and printers.
• Install application software based on corporate standards and end-user requirements.
• Coordinate conference setups in conjunction with the Facilities department and the Professional Development department.
• Participate in departmental, committee, and technical meetings to discuss and resolve user issues and implement new projects.
• Monitor and maintain loaner notebook computer inventory.
• Diagnose and repair computer hardware and contact vendor when necessary.
• Other duties as assigned.

• Strong interpersonal skills and an ability to work and support end-users in a fast-paced and deadline-driven environment with courtesy and tact.
• Experience working with a variety of computer desktop and notebook hardware, including printers, monitors, cabling and connectors for networking and peripherals.
• Experience with Service Desk ticket tracking and management software.
• Experience with video conference applications/equipment, and remote meeting technologies (specifically with Webex, Zoom and MS Teams).
• Knowledge of Microsoft applications and Windows desktop operating system.
• Ability to work under pressure and effectively prioritize multiple tasks.
• Effective verbal and written communication skills.
• Ability to deal responsibly with sensitive and confidential information in a discreet and secure manner.
• Ability to work in a team environment.
• Ability to understand the business’ objectives and that the end user’s problem affects the business.
• Minimum of 1 year of experience in a customer service role dealing directly with end-users.
• 2+ years of experience in using computer hardware and software focused on Microsoft technologies.
• Experience supporting end-users in an office environment utilizing current LAN technology and network printing.

• Comprehensive benefit program including Healthcare, Life Insurance, Health Savings Accounts, Flexible Spending Accounts, and Wellbeing (eligible employees).
• Temporary employees are generally not entitled to these benefits, unless otherwise required by law.
• Anticipated salary range: $76,000 - $107,500.
• Discretionary bonus may be available based on performance.

Fenwick & West LLP is an Equal Opportunity Employer, and conducts all employment-related activities without regard to unlawful considerations of race, religion, color, marital status, national origin, age, sex, disability, sexual orientation or gender identity, gender, genetic characteristics or any other classification protected by applicable local, state or federal employment discrimination laws. If you require reasonable accommodation to complete a job application, pre-employment testing, or a job interview, please contact  or