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Desktop Analyst
10100 Santa Monica Blvd #2200 Los Angeles, CA 90067 US
Job Description
Desktop Analyst
Salary Range: $70k to $75k
We are looking for a Desktop Analyst that will provide general hardware and software support services to our client's end-user population.
The selected candidate for this role must also be able to setup, install and configure systems equipment as well as audio and video teleconferences, while exhibiting a high level of customer service and attention to detail.
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Essential Duties & Responsibilities
A. Support Services:
C. Confidentiality:
Qualifications for the Role:
A. Experience: Minimum of two years providing technical support to end-users in a professional services environment. Law firm experience preferred but not required. Relevant certifications are
advantageous.
B. Organizational Abilities: Must be able to organize work according to priorities while balancing time constraints, interruptions and demanding end users. Track all tasks and inform supervisor of any delays. Follow up on all end-user requests (e.g. help-desk calls, escalation emails, computer installation/relocation, software installation, etc.) to ensure end-user satisfaction.
C. Technical Knowledge: In-depth understanding of desktops, laptops, peripheral devices, and configuration issues. Firm understanding of Windows operating system. Excellent knowledge of and ability to support a variety of software including Microsoft Office suite and legal-specific software.
Familiarity with Active Directory and networking concepts. Familiarity with mobile devices including iPhones and iPads. Ability to independently learn new software applications and technologies quickly and thoroughly. Must be able to detect visual and audio cues for troubleshooting purposes.
D. Communication Skills: This role requires strong people skills as it involves heavy interaction with the firm community. Ability to listen and communicate clearly and effectively while maintaining good working relationships with attorneys, co-workers and other support staff. Must be able to communicate effectively with users in a non-technical fashion. Must have the ability to read and understand technical manuals, journals, specifications, and procedures. Additionally, this employee must be able to write procedures pertaining to his/her job duties.
E. Detail Orientation: Attention to detail is an important skill for this role as the analyst will be troubleshooting issues at a high level while maintaining the firm’s security posture and policies. The expectation is for minimal errors and a high standard of work quality.
F. Availability: Must be willing to work extended hours, including but not limited to, nights and weekends, when requested and during major project rollouts. We will make every effort to provide advance notification in order to facilitate scheduling. Analyst might be asked to travel to other Firm Offices on special projects.
G. Physical Ability: Must be able to lift and carry computer equipment (i.e. CPU enclosures, monitors, chassis, etc...) or other bulky items up to 35 pounds. Must be able to maneuver aforementioned items into and out of tight spaces and at awkward angles. Must be able
to accurately manipulate small tools and components. Must be able to physically operate and interact with various equipment found within the firm.
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Salary Range: $70k to $75k
We are looking for a Desktop Analyst that will provide general hardware and software support services to our client's end-user population.
The selected candidate for this role must also be able to setup, install and configure systems equipment as well as audio and video teleconferences, while exhibiting a high level of customer service and attention to detail.
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Essential Duties & Responsibilities
A. Support Services:
- Provide onsite and remote technical support to the firm's user community including, but not limited to, troubleshooting, installation, configuration and maintenance of firm approved applications, end user hardware, peripheral devices and other technologies.
- Set-up audio-visual equipment; including audio and video teleconferences, PowerPoint presentations and web conferences.
- Set up and configure firm approved mobile devices including iPhones and iPads.
- Troubleshoot and update tickets escalated from first level Helpdesk in the firm approved ticketing system.
- Troubleshoot and maintain the firm's printer assets while appropriately escalating to vendors when necessary.
- Handle technical issues in a controlled manner while interfacing with the user community in high pressure situations. Utilize independent judgment and discretion in escalating issues to system engineers or other IT resources as well as informing supervisor and IT management as necessary.
- Analyst will ensure that all assistance given is in compliance with department policies, procedures, and standards. The analyst is responsible for informing their supervisor of any hardware, software, or practices which are non-compliant with firm or department policy. Maintain repair area, equipment, and inventory in an organized and clean manner.
- Additional tasks and responsibilities as identified. Analyst will need to be available occasionally after hours for special projects as requested.
C. Confidentiality:
- This employee may be exposed, expressly or accidentally, to confidential information. All information must be held as confidential unless otherwise indicated.
Qualifications for the Role:
A. Experience: Minimum of two years providing technical support to end-users in a professional services environment. Law firm experience preferred but not required. Relevant certifications are
advantageous.
B. Organizational Abilities: Must be able to organize work according to priorities while balancing time constraints, interruptions and demanding end users. Track all tasks and inform supervisor of any delays. Follow up on all end-user requests (e.g. help-desk calls, escalation emails, computer installation/relocation, software installation, etc.) to ensure end-user satisfaction.
C. Technical Knowledge: In-depth understanding of desktops, laptops, peripheral devices, and configuration issues. Firm understanding of Windows operating system. Excellent knowledge of and ability to support a variety of software including Microsoft Office suite and legal-specific software.
Familiarity with Active Directory and networking concepts. Familiarity with mobile devices including iPhones and iPads. Ability to independently learn new software applications and technologies quickly and thoroughly. Must be able to detect visual and audio cues for troubleshooting purposes.
D. Communication Skills: This role requires strong people skills as it involves heavy interaction with the firm community. Ability to listen and communicate clearly and effectively while maintaining good working relationships with attorneys, co-workers and other support staff. Must be able to communicate effectively with users in a non-technical fashion. Must have the ability to read and understand technical manuals, journals, specifications, and procedures. Additionally, this employee must be able to write procedures pertaining to his/her job duties.
E. Detail Orientation: Attention to detail is an important skill for this role as the analyst will be troubleshooting issues at a high level while maintaining the firm’s security posture and policies. The expectation is for minimal errors and a high standard of work quality.
F. Availability: Must be willing to work extended hours, including but not limited to, nights and weekends, when requested and during major project rollouts. We will make every effort to provide advance notification in order to facilitate scheduling. Analyst might be asked to travel to other Firm Offices on special projects.
G. Physical Ability: Must be able to lift and carry computer equipment (i.e. CPU enclosures, monitors, chassis, etc...) or other bulky items up to 35 pounds. Must be able to maneuver aforementioned items into and out of tight spaces and at awkward angles. Must be able
to accurately manipulate small tools and components. Must be able to physically operate and interact with various equipment found within the firm.
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