User Support Analyst II

Eleven Recruiting is partnering with a nationally recognized, prestigious law firm to hire an IT Support Specialist for its Los Angeles office. 

The IT Support Specialist  provides concierge-level technical support to internal users across the Legal Firm and participates in the Firm-wide Help Desk rotation. This position provides first- and second-level support, troubleshoots hardware and software issues, supports mobile devices and collaboration technologies, and assists other IT Analysts and Engineers with technical issues.

Responsibilities: 

• Provide first- and second-level technical support for hardware, software, communications, and collaboration systems.
• Provide high-touch, customer-focused support to internal users.
• Troubleshoot and resolve hardware and software issues.
• Manage Help Desk tickets from opening through resolution using the firm's ticketing system.
• Configure and prepare computers and other equipment for end users.
• Provide mobile device and telecommunications support.
• Support conference room A/V and video conferencing technologies.
• Assist with software patching, equipment/software inventory, and end-user training.
• Provide Smart Hands support to IT Engineering.
• Participate in a rotating on-call schedule and provide after-hours support when required.

Qualifications:

• 4+ years of IT support experience in an environment supporting 300+ users.
• Strong first- and second-level Help Desk/desktop support experience.
• Excellent written, verbal, and telephone communication skills.
• Strong customer service and troubleshooting abilities.
• General understanding of telecommunications infrastructure and operations.
• Ability to learn new technologies and software quickly.
• Ability to work effectively in a fast-paced, high-pressure environment.
• Ability to build effective relationships with users at all levels.
• Ability to travel up to 25%, including occasional short-notice travel to remote locations.
• Flexibility to work extended hours, nights, weekends, and non-traditional hours when required.
• Ability to participate in rotating on-call support.
• Bachelor's degree preferred.

Pay Rate: $44 - $47/hr

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