IT User Support Analyst

Consultative Search Group•Silicon Valley, CA

22h•Onsite

About The Position

A global law firm is hiring a User Support Analyst for its Silicon Valley office. The role provides second-level support for issues escalated from the Help Desk, assists with troubleshooting hardware and software issues, and escalates problems to Analysts, Programmers, Operations, or Engineers when necessary. The analyst also supports videoconferences and office collaboration technologies, assists with new-hire IT training, and participates in technology deployment projects and special events, which may occur on weekends or after hours. The position includes imaging computers, configuring IP telephones, moving and installing printers, installing routine firmware updates on computers and docking stations, and maintaining hardware inventories and asset tags. It also includes preparing computer equipment for loan. The successful candidate is customer-focused, able to work independently and as part of a project team, and able to adjust their schedule for on-call support or overtime.

Requirements

At least 5 years of software and hardware experience in a team-oriented IT structure.
Advanced knowledge and experience troubleshooting Microsoft Office 365, Windows 11 in wired and wireless network environments, Active Directory, NetDocuments or another document management system, Intapp Time, internet, intranet, telephone, voicemail, Cisco Systems and Cisco IP Phones, Extension Mobility, email, and proprietary applications.
Exceptional customer service and a solution-focused approach.
Strong analytical and technical troubleshooting skills.
Excellent written and verbal communication skills.
Strong work ethic, attention to detail, and punctuality.
Creativity and effective collaboration skills.
A sense of urgency in resolving incidents.
Ability to multitask and prioritize in a fast-paced environment.
Ability to work independently under minimal local supervision and as a member of a project team.
Experience communicating with senior- or executive-level managers.
Ability to adjust the work schedule as needed for on-call support or overtime.

Nice To Haves

Experience with various models of desktops, laptops, iPads, iPhones, and Macs, and with HP, Canon, and Xerox printers; installing, moving, and configuring computer and telephone hardware.
Experience setting up videoconferences, understanding video bridging, and technical-level understanding of collaboration technologies such as Zoom and Teams.
Experience delivering presentations, public speaking, or conducting training classes.
Knowledge of Microsoft SCCM, Citrix XenApp, Microsoft Terminal Services, VMware Horizon, and other remote access technologies.
Experience with Microsoft Windows Defender, GlobalProtect, and other personal firewall software.
Experience using help desk ticketing systems.
Microsoft A+ certification.
Four-year degree or equivalent.

Responsibilities

Provide second-level support for issues escalated from the Help Desk.
Escalate problems to Analysts, Programmers, Operations, or Engineers when necessary.
Gather information and troubleshoot escalated hardware and software support issues.
Assist the videoconference team with video and sound checks before meetings and bridge complex meetings across multiple locations.
Support office collaboration technologies, including Zoom and Teams.
Assist the IT Training Team with new-hire training as necessary.
Participate in technology deployment projects, such as PC upgrades, and special events, such as server room maintenance; these may take place on weekends or after hours.
Image computers and configure IP telephones.
Move and install printers.
Install routine firmware updates on computers and docking stations.
Perform asset tagging and maintain hardware inventory, including preparing computer equipment for loan.
Adjust work schedules as needed for on-call support or overtime.