On-Site IT Support Analyst

Wilson Elser - Business & Legal Professionals•Los Angeles, CA

3d•$70,000 - $80,000•Onsite

About The Position

The On-Site IT Support Analyst provides technology support to attorneys and staff at an assigned office, serving as the local representative of Wilson Elser’s national IT department. The analyst troubleshoots and resolves hardware, software, and peripheral issues while providing concierge-level customer service in a fast-paced environment. The position is described as on-site in the Los Angeles office and full-time in the main posting, although a later passage also describes the position as part-time and not benefits eligible. The role supports equipment deployment and collection, video conferencing and audiovisual systems, business applications, user requests, and incidents. The analyst works with regional supervisors, management, other IT teams, and office personnel, follows asset tracking and change management processes, and may perform special duties or projects as needed.

Requirements

At least 2 years of technical support experience with IT hardware, software, and desktop peripherals.
Experience with Windows 10 and Windows 11 operating systems.
Experience with Microsoft Office O365, particularly Outlook.
Experience with desktop client and web-based applications.
Experience with Active Directory and Azure AD.
Experience with Zoom Rooms and Microsoft Teams.
Experience with desktop driver controls and all-in-one monitors.
Experience with VPN, remote access, and cloud network access.
Experience with virtual desktop environments and functions.
Experience with cloud and on-premises telephony functions.
Experience with desktop imaging and BIOS controls.
Experience with LAN and SD-WAN support.
At least 3 years working in ITSM and ITIL environments.
Ability to manage time effectively, work autonomously, and take initiative.
Ability to lift and move items weighing up to 50 lbs.
Ability to travel throughout the region if needed.
Experience in an environment that promotes active listening, transparency, and customer-centric service.
Strong analytical and problem-solving skills.
Excellent verbal and written communication skills.
Bachelor’s degree in Computer Science, Information Security, or a related field, or equivalent work experience.

Nice To Haves

Experience in system operations and/or administration.
Prior law firm experience.
Certifications such as CompTIA A+, CompTIA Network+, MCDST, or HDI Support Center Analyst.
ITIL 4 certification is preferred; in-house training is available.

Responsibilities

Follow standard operating procedures to image and deploy computer equipment for new hires.
Collect and track equipment from departing end users according to asset tracking procedures.
Provide on-site support for video conferencing and related audiovisual systems.
Install, configure, and troubleshoot software, including document management, Microsoft Office applications, remote conferencing tools, and financial systems.
Coordinate user requirements with regional supervisors, management, and other IT teams.
Build service-based relationships with attorneys and staff and provide exceptional customer service.
Collaborate efficiently with team members on tasks and requests.
Evaluate and record tickets for hardware requests, software installations, and incidents reported by end users in the assigned office.
Follow organizational change management processes.
Perform special duties, tasks, or projects as required.