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
