Hybrid IT Support Analyst (Deskside & Remote)

Arnold & Porter Llp; San Francisco (CA); Hybride; USD 74 720 - 100 000; Plein temps

Résumé du poste

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.

Responsabilités

• 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.

Connaissances

Desktops and laptops support

Windows OS

Microsoft 365 apps

Formation

Associate degree in Information Technology

Outils

ServiceNow

BeyondTrust

SCCM

iManage

Description du poste

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.