Sr. Desktop Support Analyst

The Sr. Desktop Support Analyst delivers hands-on and remote support for desktop operating systems, connectivity, and applications for attorneys and professional staff. The role also serves as a primary point of contact for server room troubleshooting and supports remote access environments.

Onsite Location

Santa Monica, CA (onsite)

Compensation

USD 75,100 - 121,100 per yearly

This position is eligible for overtime: Yes. The target salary range varies by location and is commensurate with relevant experience: Boston $75,100 - $112,600 | Los Angeles $80,700 - $121,100 | New York $80,700 - $121,100 | Orange County $80,700 - $121,100 | Philadelphia $73,600 - $110,400 | San Diego $80,700 - $121,100 | San Francisco $86,300 - $129,500 | Santa Monica $80,700 - $121,100

Experience & Education

• Minimum experience: 5 years
• Education: Bachelor’s Degree in computer Science or related field or equivalent work experience

Core Responsibilities

• Provide direct, hands-on and remote support for desktop operating system, connectivity, and applications issues, ensuring complete follow-through to successful resolution.
• Run hardware diagnostics and execute or coordinate timely repairs to support customer satisfaction.
• Deliver 2nd level support for all software escalations from User Support.
• Provide 2nd level support for all remote access calls escalated from User Support (Windows 365, Citrix, and VPN).
• Manage hardware procurement by placing orders through online purchasing tools for specified vendors for PCs and hardware peripherals, and maintain inventory of items.
• Evaluate software compatibility with current operating systems, and perform installation and ongoing maintenance of practice-specific applications.
• Assist and mentor other team members on various technologies.
• Plan, schedule, and execute computer equipment installations, imaging, upgrades, and replacement projects.
• Proactively assess employee capacity with business administrators to maintain appropriate hardware inventory levels.
• Use current mechanisms to collect end-user feedback, analyze results, recommend support process improvements to senior management, and implement approved changes.
• Act as a liaison between IT support groups to ensure proper communication about new user services and issues with existing services.
• Collaborate with the IT Infrastructure team on occasional hands-on infrastructure hardware installation and maintenance.
• Translate user requests, business needs, and technical specifications into formal written documentation.
• Engage end users in a consultative capacity to deliver solutions and desired outcomes.
• Maintain vendor relationships for troubleshooting and contact purposes, serving as a liaison with third-party support and PC equipment vendors.
• Maintain physical asset inventory and asset management within the office.
• Participate in firmwide off-hours on-call rotation.
• Serve as the primary point of contact for server room troubleshooting and assist with installation or removal of server room hardware.

Required Qualifications

• Bachelor’s Degree in computer Science or related field or equivalent work experience.
• Five or more years troubleshooting and working with Microsoft Windows and Office Suite, including legal-specific application add-ons, document management experience, and handheld technologies.
• Ability to communicate and collaborate professionally across all levels of the organization.
• Capability to adjust to changing priorities and use time and task management methodologies to meet workload demands.
• Experience leading desktop-related projects.
• Basic network administrative experience with Microsoft Active Directory.
• Experience with connectivity and application troubleshooting in environments including Windows 365, Citrix, and VPN.
• Thorough understanding of a managed desktop operating system environment and integration points with Microsoft Office and other legal applications.
• Ability to work at a computer for extended periods and operate standard office equipment.
• Ability to frequently move throughout the office between workspaces.
• Ability to sit, stand, walk, bend, and reach for extended periods throughout the workday.
• Ability to lift up to 50 lbs.
• Minimal travel.

Technologies

• Microsoft Windows
• Office Suite
• Windows 365
• Citrix
• VPN
• Microsoft Active Directory
• SCCM
• FIM
• Cisco IP Telephony
• Cisco Unified Call Manager
• Cisco Unity Voicemail
• Document management
• Handheld technologies

Benefits

• Health, dental, and vision insurance
• Life and disability insurance
• Retirement & Savings Plan
• Emergency back-up child and adult care
• Paid vacation, sick time off, and holidays
• Professional development and career advancement opportunities
• Employee recognition and reward programs
• Employee wellness and assistance programs
• Employee discounts and perks

Additional “Plus” Skills

• SCCM and FIM knowledge
• Experience with Cisco IP Telephony, including adds and changes in Cisco Unified Call Manager and Cisco Unity Voicemail