Service Desk Analyst

Albert & Mackenzie, LLP•Los Angeles, CA

1d•$26 - $29•Onsite

About The Position

Albert & Mackenzie, a workers’ compensation defense law firm with a presence across California, is seeking a personable, customer-focused, and technically proficient Service Desk Analyst to join its IT team. The analyst serves as the primary point of contact for employee IT support and provides first-level assistance through remote and in-person channels, taking ownership of requests through resolution or appropriate escalation. The role requires methodical troubleshooting, clear communication, sound judgment about when to escalate, and accurate documentation of work. Professionalism and discretion are essential when handling confidential employee, client, and firm information. The position is based in Encino, primarily in person, and requires travel to offices in Anaheim, the Inland Empire, and Agoura Hills as needed. The schedule is full-time, Monday through Friday, 8:30 AM–5:00 PM PT, with occasional on-call and after-hours work. Compensation is $26.00–$29.00 per hour. Full-time employees receive discretionary bonus opportunities and a benefits program that includes medical, vision, short- and long-term disability, life insurance, a 401(k) retirement plan, paid time off, and optional dental coverage.

Requirements

At least 1 year of IT Help Desk or Desktop Support experience; experience supporting an organization with 100 or more users is preferred within this qualification.
Ability to diagnose and resolve hardware, software, basic networking, and end-user computing issues.
Experience providing first-level support for and troubleshooting Windows 11 workstations.
Experience with Microsoft Remote Desktop Services.
Competence with Active Directory and Microsoft 365 user account administration.
Experience setting up, configuring, and deploying Microsoft Windows workstations.
Familiarity with iPhone/iOS and Android support.
Experience with Jira Service Desk or another ITSM platform.
Strong troubleshooting, problem-solving, and analytical skills.
Excellent verbal and written communication skills, including explaining technical concepts to users with varying levels of technical knowledge.
Strong organizational skills and ability to prioritize multiple support requests.
Self-directed, dependable, motivated, and committed to customer service.
Ability to follow established procedures, accurately document work, and escalate issues appropriately based on defined processes and SLAs.
Ability and willingness to travel between Southern California offices as needed.

Nice To Haves

Microsoft Windows server administration and remote management using RSAT.
Computer imaging and automated workstation deployment.
Software deployment and application management.
Network printer setup and troubleshooting.
IT asset and inventory management.
Experience supporting users across multiple office locations.
Experience creating technical documentation and knowledge-base resources.
Experience supporting a professional-services or law-firm environment.

Responsibilities

Provide first-level technical support to employees remotely and in person, owning requests from initial contact through resolution or appropriate escalation.
Troubleshoot hardware, software, basic networking, and end-user computing issues, and keep users informed of request status.
Conduct employee onboarding and offboarding, including workstation setup, deployment and replacement, and user account administration.
Follow information security policies and procedures when managing user accounts, access permissions, devices, and company information.
Track IT assets and maintain accurate documentation of equipment, accounts, support activities, tickets, and troubleshooting steps.
Escalate complex technical issues to higher-level IT team members.