Service Support Analyst

Our client, a prestigious law firm, is seeking a Service Support Analyst to join their team. This role is based in Santa Monica, CA. The firm is operating hybrid!

Our client, a prestigious global law firm, is seeking a Service Support Analyst who will be responsible for coming up with solutions and workarounds for computer hardware, operating system, network and application problems.

Responsibilities:

• Provide first-line investigation and diagnosis of incidents following the incident management process, respond to user calls, listen to user needs and/or issues and provide helpful solutions to their problems.
• Provide computer, network and software support to the end-user community via telephone, email, remote-access, or in-person.
• Install or relocate computers systems, including monitors and printers .
• Install application software based on corporate standards and end-user requirements.
• Coordinate conference setups in conjunction with the Facilities department and the Professional Development department.
• Participate in departmental, committee, and technical meetings to discuss and resolve user issues and implement new projects.
• Monitor and maintain loaner notebook computer inventory.
• Diagnose and repair computer hardware, and contact vendor when necessary.

Requirements:

• 2+ years of experience using computer hardware and software focused on Microsoft technologies.
• 1+ year of experience in a Customer Service role dealing directly with end-users.
• Ability to work and support end-users in a fast-paced and deadline-driven environment with courtesy and tact.
• Experience working with variety of computer desktop and notebook hardware, including printers, monitors, cabling and connectors for networking and peripherals.
• Experience with Service Desk ticket tracking and management software.
• Experience with video conference applications/equipment, and remote meeting technologies (specifically with Webex, Zoom and MS Teams).
• Knowledge of Microsoft applications and Windows desktop operating system