User Support Analyst - Los Angeles, California | STAND 8 Careers |

User Support Analyst
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User Support Analyst
Date Posted:  7/8/2021
Job ID:  Job #3238
Employment Type: Perm Placement
Location: Los AngelesCalifornia
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We are hiring an User Support Analyst for a prestigious law firm in the Los Angeles area. If you are a tech-savvy and collaborative individual looking for a great career opportunity, this could be a great position for you! 

STAND 8 is a strategic services and staffing company that partners great talent with amazing opportunities in technology solutions for all industries. We work with top tier client-partners across the United States and have offices in LA, Atlanta, New York, Raleigh, Phoenix, and Morro Bay.  

The User Support Analyst provides internal concierge level end-user support at an office location or remotely via telephone and is part of the help desk call rotation for the entire firm. Additionally, the Analyst I may be asked to assist remote engineers with tasks in the office.

MINIMUM JOB QUALIFICATIONS

  • High school diploma or GED.
  • 2-4 years of experience with large (>300 users) environments.
  • Strong written and verbal communication skills.
  • Ability to travel up to 25% of the time, at times to remote locations with little notice.
  • Ability to work under the pressures of a dynamic and fast-paced environment.
  • Ability to work extended hours, nights, weekends, non-traditional business hours during the week and rotating on-call duties.
  • Ability to develop effective working relationships with all levels of personnel in a time-sensitive, high pressure environment.
  • Strong telephone support skills.
  • Ability to learn and retain knowledge of new technology and software quickly.
  • General understanding of telecommunications infrastructure and operations.


JOB DUTIES

  • Provide first and second level technical support and guidance to users of the Firm’s computers, communications and collaboration systems, and other technical systems.
  • Prepare and provide equipment to Firm staff as necessary.
  • Open, close and keep current all help desk tickets in the tracking system.
  • Provide mobile device support.
  • Follow up to ensure the prompt resolution of operating problems.
  • Maintain and continuously expand strong working knowledge of current firm-supported and future technologies and software to provide technically accurate solutions to end-users.
  • Provide after-hours or escalation support as part of a regular, rotating schedule, and occasionally, on short notice.
  • Assist with the Firm’s inventory of equipment and software.
  • Assist with software patching efforts.
  • Work with conference room A/V equipment utilizing conferencing software.
  • Provide Smart-hands assistance to engineering team.

TOOLS

  • ServiceNow Help Desk Ticketing/Tracking Software (or similar)
  • MS Office Suite (especially MS Word)
  • Mobile Device Management software
  • Legal specific macro packages
  • Cloud communications and collaboration (Ring Central or similar)
  • SharePoint, Microsoft 365, Citrix/VPN
  • iManage  (or similar), DocXTools Suite
  • Other hardware/software as required