On-Site IT Support Analyst

Wilson Elser•Los Angeles, CA

3d•Onsite

About The Position

The On-Site IT Support Analyst provides on-site technology support to attorneys and staff at an assigned office location, serving as the local representative of Wilson Elser’s national IT department. The role troubleshoots and resolves hardware, software, and peripheral issues and provides white-glove, concierge-level customer service in a fast-paced environment. The position is full-time and on-site in the Los Angeles office, with regional travel if needed. The analyst supports equipment imaging and deployment for new hires, collects and tracks equipment from departing employees, and provides support for video conferencing and on-site audio/visual systems. The role also installs, configures, and troubleshoots software and systems, coordinates user needs with supervisors, management, and IT teams, tracks requests and incidents, and follows organizational change management processes. Wilson Elser requires a bachelor’s degree in Computer Science, Information Security, or a related field, or equivalent work experience. The role requires at least two years of technical support experience and three years working in ITSM and ITIL environments. Relevant certifications are preferred but not required. The advertised salary range is $70,000–$80,000, and the position is eligible for benefits including a 401(k) plan, medical, dental, vision, disability, and life insurance.

Requirements

At least 2 years of technical support experience with IT hardware, software, and desktop peripherals.
Technical support experience with Windows 10 and Windows 11 operating systems.
Experience with Microsoft Office O365, particularly Outlook Desktop client and web-based applications.
Experience with Active Directory and Azure AD.
Experience with Zoom Rooms and Microsoft Teams Desktop.
Experience with 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 promoting 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 in CompTIA A+, CompTIA Network+, MCDST, or HDI Support Center Analyst.
ITIL4 certification is preferred; in-house training is available.

Responsibilities

Understand and execute standard operating procedures for imaging and deploying computer equipment for new hires.
Collect and track equipment from departed end users according to standardized asset tracking procedures.
Provide support for video conferencing and related on-site audio/visual 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 using exceptional customer service skills.
Collaborate efficiently with team members on tasks and requests.
Evaluate and record tickets for hardware requests, software installations, and end-user incidents within the assigned office.
Adhere to organizational change management processes.
Perform special duties, tasks, or projects as required.