User Support Analyst I - Weekends LA - Los Angeles, California |

User Support Analyst I - Weekends LA
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User Support Analyst I - Weekends LA
Date Posted:  9/15/2021
Job ID:  Job #4171
Employment Type: Salary
Location: Los AngelesCalifornia
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The User Support Analyst I provides internal concierge level end-user support at an office location or remotely via telephone. The Analyst I 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.
STAND 8 provides end to end IT solutions to enterprise partners across the United States and with offices in LA, Atlanta, New York and more.

 

JOB FUNCTIONS

Help Desk Support 

  • 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.

COMPETENCIES

  • Communicates effectively: Developing and delivering multi-mode communications that convey a clear understanding of the unique needs of different audiences.
  • Being resilient: Rebounding from setbacks and adversity when facing difficult situations.
  • Collaborates: Building partnerships and working collaboratively with others to meet shared objectives.
  • Instills trust: Gaining the confidence and trust of others through honesty, integrity, and authenticity.
  • Customer focus: Building strong customer relationships and delivering customer-centric solutions.
  • Drives results: Consistently achieving results, even under tough circumstances.
  • Situational adaptability: Adapting approach and demeanor in real time to match the shifting demands of different situations.
  • Interpersonal Savvy: Relating openly and comfortably with diverse groups of people.
  • Self-Development: Actively seeking new ways to grow and be challenged using both formal and informal development channels.
  • Tech Savvy: Anticipating and adopting innovations in business-building digital and technology applications.

TOOLS

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

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. Regular schedule is either 1) Wednesday through Friday 3:00 PM – 12:00 AM, Saturday and Sunday 12:00 PM – 9:00 PM OR 2) Saturday and Sunday 8:00 AM – 4:00 PM, Monday through Wednesday 3:00 PM – 12:00 AM.
  • 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.

OTHER

  • 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.

PHYSICAL DEMANDS

  • Writing, typing, reading, speaking, hearing, seeing, sitting, bending, reaching, lifting up to 50 lbs.

WORKING CONDITIONS

  • Quiet office environment in a high-rise building, seated the majority of the time.
     

AFTER HOURS SUPPORT

  • Provide after-hours or escalation support as part of a regular, rotating schedule, and occasionally, on short notice.