IT Support Analyst- 3678928

AMS Staffing•Oakland, CA

20d•Onsite

About The Position

A mid-sized law firm is seeking a full-time IT Support Analyst to provide first-line technical assistance to attorneys and staff across remote, hybrid, and in-office environments. This role supports a high-volume help desk, resolves routine technical issues, delivers exceptional customer service, and escalates complex matters when needed. The Technical Support Specialist will serve as the primary contact for IT support requests, assist with workstation setup and maintenance, support onboarding/offboarding, and troubleshoot common hardware, software, and network issues. The ideal candidate is detail-oriented, calm under pressure, and comfortable supporting users in a professional legal environment.

Requirements

Working knowledge of Windows 11 and Microsoft 365.
2–5 years of help desk or technical support experience.
Strong troubleshooting and problem-solving skills.
Technical proficiency with computers, mobile devices, and common software applications.
Excellent verbal and written communication skills for supporting non-technical users.
Ability to multitask and manage several tickets in a fast-paced environment.
High attention to detail and accurate documentation practices.
Basic understanding of network fundamentals (IP addressing, DNS, DHCP, Wi-Fi).
Familiarity with security basics such as account lockouts and safe computing practices.
Strong customer service orientation and professionalism.

Responsibilities

Serve as the first point of contact for IT support requests via phone, email, chat, or ticketing system.
Troubleshoot and resolve basic hardware, software, and network issues; escalate when appropriate.
Document all support activity and resolutions in the ticketing system.
Perform workstation setup, imaging, deployment, configuration, and equipment replacements.
Assist with onboarding/offboarding tasks, including account setup, password resets, and equipment preparation.
Support remote, hybrid, and onsite users through remote access tools and in-person assistance.
Provide basic troubleshooting for Windows, Microsoft 365, printers, mobile devices, and collaboration tools.
Monitor and respond to incoming tickets, meeting service-level expectations.
Assist with routine system monitoring tasks and maintain awareness of IT systems.
Contribute to internal knowledge base documentation.
Maintain professionalism, confidentiality, and a calm demeanor when supporting attorneys and staff.