Senior Service Desk Analyst

Eleven Recruiting • Del Mar, CA

4d • Onsite

About The Position

Eleven Recruiting, a specialized technology staffing agency, is partnering with a global law firm to find a Senior Service Desk Analyst for their Del Mar, CA location. This role involves providing excellent customer service and technical support to end-users, troubleshooting hardware and software issues, managing service tickets, and contributing to IT projects. The ideal candidate will have a strong technical background, exceptional communication skills, and experience in a fast-paced environment.

Requirements

• Bachelor’s Degree in Information Technology or related field.
• Proficient in Windows 11, Office 365, Document Management Systems (NetDocuments, iManage, etc.), Active Directory, computer/laptop hardware maintenance and repair, printer and copier configuration and troubleshooting, MDM, and iPhone/Android phone services.
• Possess a basic understanding of Internet protocols, data connectivity methods and remote access technologies.
• Exceptional interpersonal skills are essential for this position with the ability to work effectively with end-users, IT peers, vendors, and managers.
• Must have excellent written and verbal communication skills.

Nice To Haves

• Familiarity with telephone and voicemail system programming and training as well as wireless networking and video conferencing system knowledge a plus.
• 3+ years experience in a Microsoft environment is preferred.
• Having worked in a large, fast paced environment is preferred.
• Experience with VPN/Citrix, Intapp, and NetDocuments is preferred.

Responsibilities

• Provide excellent customer service and timely resolution to end-user technology issues.
• Foster effective communication with end-users, peers, vendors, and management.
• Adhere to best practices when deploying and upgrading hardware.
• Identify and troubleshoot problems with equipment, working with vendors or other IT personnel.
• Follow Asset Management Procedures and update database in real-time.
• Create and manage service tickets to track technology issues.
• Take ownership of tickets escalated from the help desk.
• Provide meeting support – video conferences, webinars, and presentations.
• Maintain office security and distribution groups within Active Directory.
• Adhere to Information Security policies and procedures.
• Contribute to IT projects and initiatives as required.

Benefits

• Medical, Dental, Vision Insurance
• Life Insurance
• 401(k) Plan
• Health Savings Account (HSA)
• Flexible Spending Account (FSA)
• Short-Term/Long-Term Disability Insurance
• Pet Insurance
• PTO, Sick Time, Paid Holidays

What This Job Offers

• Job Type: Full-time
• Career Level: Senior