Hybrid IT Analyst for Legal Tech & End-User Support

R & W Group; California; Hybrid; USD 74,000 - 100,000; Full time

Benefits offered by this job

Health insurance

Job summary

R & W Group is seeking an IT Analyst to join our Information Technology team supporting the San Francisco and Silicon Valley offices. The role provides deskside and remote support in a hybrid environment and serves as an escalation point for complex issues, ensuring attorneys and staff receive responsive technology service.

Responsibilities include imaging, deploying and maintaining workstations, managing asset inventory in ServiceNow, coordinating with vendors, onboarding, device provisioning,

Qualifications

• Associate degree in Information Technology or equivalent combination of education and experience.
• Minimum of five (5) years of hands-on desktop support experience in a professional environment.
• Strong knowledge of Microsoft Windows operating systems and Microsoft 365 applications (Outlook, Word, Excel, PowerPoint).
• Experience with ServiceNow or similar ITSM platforms.
• Experience with BeyondTrust or comparable remote support solutions.
• Experience with Microsoft SCCM or other endpoint management tool.
• Experience supporting Adobe Acrobat, Nuance PDF, Microsoft Edge/Chrome/Firefox, iOS/Android devices, IP telephony and VPN connectivity, and wireless networking on Windows/macOS/mobile platforms.
• Excellent troubleshooting, analytical, problem-solving, and customer service skills.

Responsibilities

• Deliver deskside and remote technical support in a hybrid work environment.
• Act as second-level escalation point for IT Help Desk incidents and meet SLAs.
• Troubleshoot and resolve hardware and software issues on desktops, laptops, printers, mobile devices, and peripherals.
• Image, configure, deploy, and maintain workstations and install approved software.
• Collaborate with Infrastructure, Networking, Systems, Applications, and vendors to resolve complex issues.
• Maintain asset inventory and documentation using ServiceNow and other tools.
• Support onboarding and offboarding, including device provisioning and account readiness.
• Manage hardware lifecycle activities (procurement, deployment, replacement, retirement).
• Ensure timely communication and resolution of service requests.

Skills

Deskside support

Customer service

Communication

Time management

Education

Associate degree in Information Technology

Tools

ServiceNow

BeyondTrust

SCCM

Microsoft 365

Job description

R & W Group is seeking an IT Analyst to join our Information Technology team supporting the San Francisco and Silicon Valley offices. The role provides deskside and remote support in a hybrid environment and serves as an escalation point for complex issues, ensuring attorneys and staff receive responsive technology service.

Responsibilities include imaging, deploying and maintaining workstations, managing asset inventory in ServiceNow, coordinating with vendors, onboarding, device provisioning,