Desktop Analyst

Farella•San Francisco, CA

1d•Hybrid

About The Position

The Desktop Analyst is responsible for assisting end-users in the day-to-day use of software and hardware. The Desktop Analyst collaborates with other members of the IT Department in resolving specialized or complex problems. This position can be a flexible hybrid position requiring working in-person in San Francisco at least three days per week.

Requirements

Technical training and/or equivalent experience.
Minimum of two years of law firm experience strongly preferred.
Thorough knowledge of Windows and Office (current generation of products).
Thorough knowledge of legal applications and legal document processing environment (iManage, Aderant, Litera).
Ability to become familiar with and knowledgeable about all other technology applications used or implemented by the firm.
Demonstrated ability to interact with end users.
Excellent technical troubleshooting skills.

Nice To Haves

All levels encouraged to apply.
Bachelor’s Degree and/or advanced technical training preferred.

Responsibilities

Primary responsibility for answering Help Desk calls/emails/tickets during scheduled workday.
Provides technical support to end-users to ensure excellent customer service results.
Responds to end-user questions in a timely and professional manner.
Primary responsibility for assisting end-users in troubleshooting and resolving problems and answering questions presented to the Help Desk.
Responsible for researching and testing solutions to software, hardware, and cell phone technical issues.
Coordinates user support efforts by escalating complex or specialized problems to appropriate member of the IT Department team.
Works in collaboration with other members of the IT Department to respond to, resolve, or answer complex or specialized requests, problems, and questions.
Logs incidents into Help Desk ticket system in a timely manner.
Follows up to ensure that incidents are resolved and database records reflect resolution.
Responsible for minor printer repairs and for coordinating printer repair vendor services when necessary.
Maintains records of loaner pool of laptops and other loaner equipment.
Responsible for setup/removal of network accounts for new/departing employees.
Responsible for maintenance of public distribution lists.
Works with Training Manager to identify end-user training needs and coordinate and administer training schedules.
Other duties as assigned.