Hybrid IT Support Analyst (Deskside & Remote)

Arnold & Porter Llp; San Francisco (CA); Hybrid; USD 74,720 - 100,000; Full time

Job summary

Arnold & Porter is seeking an IT Analyst to join our San Francisco/Silicon Valley IT team. The role focuses on second-level support for desktops, laptops, mobile devices, printers, and productivity apps in a hybrid environment.

You will troubleshoot, image and deploy workstations, and collaborate with cross‑functional teams and vendors to resolve complex issues while maintaining asset inventory and onboarding/offboarding activities. A strong customer-service mindset is essential.

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, including Outlook, Word, Excel, and PowerPoint.

Responsibilities

• Deliver responsive, user-focused deskside and remote technical support in a hybrid work environment.
• Serve as the second-level escalation point for IT Help Desk incidents while meeting established service level agreements (SLAs).
• Troubleshoot and resolve hardware and software issues involving desktops, laptops, printers, mobile devices, phones, docking stations, and peripherals.
• Image, configure, deploy, and maintain workstations while installing approved software and performing routine system maintenance.
• Collaborate with Infrastructure, Networking, Systems, Applications, and external vendors to resolve complex technical issues.
• Maintain accurate asset inventory and documentation using ServiceNow and other asset management tools.
• Support employee onboarding and offboarding activities, including device provisioning and account readiness.
• Manage hardware lifecycle activities, including procurement, deployment, replacement, and retirement.
• Ensure timely communication, follow-up, and resolution of assigned service requests.

Skills

Desktops and laptops support

Windows OS

Microsoft 365 apps

Education

Associate degree in Information Technology

Tools

ServiceNow

BeyondTrust

SCCM

iManage

Job description

Arnold & Porter is seeking an IT Analyst to join our San Francisco/Silicon Valley IT team. The role focuses on second-level support for desktops, laptops, mobile devices, printers, and productivity apps in a hybrid environment.

You will troubleshoot, image and deploy workstations, and collaborate with cross‑functional teams and vendors to resolve complex issues while maintaining asset inventory and onboarding/offboarding activities. A strong customer-service mindset is essential.