Hybrid IT Support Analyst — First‑Line Help Desk

Burke, Williams & Sorensen, LLP

Oakland (CA)

On-site

USD 85,000 - 105,000

Full time

14 days+

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Job summary

Burke, Williams & Sorensen LLP in Oakland is seeking a full-time Technology Support Analyst to provide first-line IT support for remote, hybrid, and in‑office users. You will troubleshoot basic hardware, software, and network issues, set up workstations, onboard/offboard users, and document resolutions in the ticketing system.

Responsibilities include handling high‑volume incidents, maintaining logs, and delivering excellent customer service.

Qualifications

Working knowledge of Windows 11 and Microsoft 365.
2–5 years of help desk or technical support experience.
Willingness to learn and adapt to new technologies.
Technical proficiency with computers, mobile devices, and common software applications.
Strong troubleshooting and problem-solving skills.
Excellent verbal and written communication skills for interacting with non-technical users.
Ability to multitask and manage several tickets simultaneously in a fast-paced environment.
High attention to detail and accurate documentation practices.
Basic understanding of network fundamentals, IP addressing, DNS, DHCP, and Wi-Fi troubleshooting.
Familiarity with security basics, including account lockouts and safe computing practices.
Exceptional customer service orientation and professionalism.

Responsibilities

Serve as the first point of contact for all IT support requests via phone, email, chat, or ticketing system.
Troubleshoot and resolve basic hardware, software, and network issues using documented procedures; escape when required. Own issues through resolution, providing updates and follow‑through until completion.
Document all issues, steps taken, and resolutions in the ticketing system and maintain accurate incident records.
Perform workstation setup, imaging, deployment, configuration, and equipment replacements.
Assist with user onboarding/offboarding, including account setup, password resets, and equipment preparation.
Support remote, hybrid, and onsite users via remote access tools and in‑person assistance.
Provide basic troubleshooting for Windows, Microsoft 365, printers, mobile devices, and collaboration tools.
Monitor and respond to incoming support tickets, meeting IT service‑level expectations.
Maintain awareness of IT systems and assist with routine system monitoring tasks.
Contribute to a knowledge base by documenting common issues and solutions. Deliver excellent customer service, maintaining professionalism and a calm demeanor even under pressure.
Travel Expectation: Occasional travel to our San Rafael, San Jose, and San Francisco. For days where the employee reports directly to the secondary office, travel time and mileage exceeding the employee’s normal commute to the primary office will be compensated and reimbursed in accordance with California law.