Technology Service Analyst (LA)

Dykema • Los Angeles, CA

2d • $60,000 - $70,000 • Onsite

About The Position

Dykema Gossett PLLC, a leading national law firm is seeking to hire an experienced Technology Service Analyst in the Los Angeles office to serve as a member of the Support Services team. The Technology Service Analyst is responsible for providing technology set-up and end user support in the office, including troubleshooting and resolving custom application, system or hardware issues. The Analyst will act as a project resource within the firmwide information technology team to ensure seamless delivery of services and support for the end user. This position has frequent in-person, phone and email interaction with our attorneys and staff and requires in-depth technical knowledge, network and server experience, and the highest level of customer service skills. This position offers opportunities to participate in firmwide IT projects and initiatives.

Requirements

• Proficient with Microsoft Windows 10 and Microsoft Office 365 within a professional services organization.
• Knowledge and support of various mobile email devices (iOS, Android, Windows phone, etc.).
• Familiar with computer hardware (desktop/laptop) and image deployment methods (SCCM).
• Ability to communicate effectively and professionally in a diverse team environment with all levels of the Firm and outside vendors.
• Ability to quickly diagnose, organize, and prioritize competing deadlines and setting service expectations with end users.
• Strong attention to detail, organizational skills and the ability to handle multiple projects.
• Ability to explain technical issues to technical and nontechnical employees and customers.
• General knowledge of standard networking concepts.
• Excellent interpersonal and customer service skills.
• Requires some lifting of moderate to heavy equipment including replacing computer monitors, troubleshooting printers, assembly, etc.
• Familiar with Automated Call Distribution systems.

Responsibilities

• Provide timely in office and remote support including troubleshooting, research and resolution of incidents through email, phone and face-to-face interactions.
• Guides users through diagnostic and troubleshooting processes, which may include use of tools and software and/or following verbal instructions.
• Collaborates with other Support Services team members to quickly research and resolve problems.
• Create, maintain and resolve service tickets, escalating tickets to other teams as necessary taking full ownership throughout the problem resolution life cycle.
• Provide operational support with video conferencing systems inside the office and remotely if necessary.
• Manage local hardware assets, repairs, upgrades and tracking.
• Support the management of company assets, including testing and procuring new equipment.
• Adhere to all IT and user quality assurance policies and practices and all Firm security policies.
• Flexibility to work on-call schedules or other time frames as needed.
• Travel to other offices if necessary for support.

Benefits

• Dykema offers a comprehensive benefits package designed to support the well-being and success of our employees both personally and professionally.
• This includes competitive health, dental, and vision insurance plans, along with flexible paid time off (PTO), holiday leave, and a retirement savings plan with profit sharing for eligible employees.
• Other benefits include flexible spending programs, health savings account, commuter benefits, and personal and parental leave programs.
• We prioritize work-life balance and offer wellness programs, and access to mental health support.
• Additionally, employees enjoy access to professional development programs, a supportive and inclusive workplace culture, and various employee discounts and perks.
• We are committed to providing a benefits package that helps our team thrive and feel valued.
• The offered salary will be determined by a variety of factors including, but not limited to, work location, individual skill set, previous/applicable experience, education, external market data and consideration of internal equity.
• The salary for this position is $60,000 - $70,000 in Los Angeles.
• The offered salary will be determined by a variety of factors, including but not limited to, work location, individual skill set, previous/applicable experience, education, external market data and consideration of internal equity.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed
• Number of Employees: 1-10 employees