IT Analyst

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 an international law firm with offices throughout the United States, Europe, and Asia. We provide sophisticated regulatory, litigation, and transactional services across a broad range of industries and proudly serve more than half of the Fortune 100.

We are seeking a customer-focused IT Analyst to join our Information Technology team supporting our San Francisco and Silicon Valley offices. This role is ideal for an experienced IT professional who enjoys solving technical challenges, delivering exceptional client service, and working collaboratively in a fast-paced, professional environment.

As an IT Analyst, you will provide high-quality second-level technical support for desktops, laptops, mobile devices, printers, and productivity applications. You'll serve as an escalation point for complex technical issues, partner with specialized IT teams and vendors, and help ensure our attorneys and business professionals receive responsive, reliable technology support.

This role also supports hardware procurement, deployment, lifecycle management, and asset tracking while contributing to a seamless technology experience across a hybrid work environment.

This position requires installing, moving, and maintaining computer equipment and related hardware. The role includes lifting and moving IT equipment. Assistance is available for items exceeding 50 pounds, and carts are provided to facilitate the movement of heavier equipment.

Key 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.

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.

Experience with

• ServiceNow or similar IT Service Management (ITSM) platforms.
• BeyondTrust or comparable remote support solutions.
• Microsoft SCCM or other endpoint management tools.

Experience supporting

• Adobe Acrobat and Nuance PDF.
• Microsoft Edge, Google Chrome, and Mozilla Firefox.
• iOS and Android mobile devices.
• IP telephony and VPN connectivity.
• Wireless networking across Windows, macOS, and mobile platforms.
• Desktop computers, laptops, docking stations, and printers.
• Excellent troubleshooting, analytical, and problem‑solving skills.
• Outstanding customer service, verbal communication, and written communication skills.
• Ability to prioritize multiple assignments in a fast‑paced, deadline‑driven environment.
• Strong attention to detail with excellent organizational and time‑management skills.
• Professional demeanor with the ability to work effectively with stakeholders at all levels.
• High level of discretion and commitment to maintaining confidentiality.
• Self‑motivated with the ability to work independently and collaboratively.
• Willingness to work flexible hours and occasional overtime as business needs require.

Preferred Qualifications

• Industry certifications such as CompTIA A+, Microsoft MD-100/MD-101, or equivalent.
• Previous experience supporting legal technology and law firm applications, including iManage.

The anticipated base salary for this position is $74,720 to $100,000. The actual base salary offered will depend on a variety of factors, including without limitation, the qualifications of the individual applicant for the position, years of relevant experience, level of education attained, certifications or other professional licenses held, and if applicable, the location in which the applicant lives and/or from which they will be performing the job.

As a nonexempt position, this position is eligible for overtime.

The firm may provide a discretionary bonus annually.

Arnold & Porter is an equal opportunity employer that does not discriminate on the basis of race, color, creed, religion, national origin, sex, pregnancy and childbirth (including breastfeeding and related medical conditions), age, marital or partnership status, familial status, sexual orientation, gender, gender identity, gender expression, transgender, physical or mental disability, medical condition, family leave status, citizenship status, immigration status, ancestry, genetic information, military or veteran status, or any other characteristic protected by local, state or federal laws, rules or regulations. Our Firm's equal opportunity policy applies to all employment practices and terms and conditions, including, without limitation, recruitment, employment, assignment, training, compensation, benefits, promotions, disciplinary action and terminations. For purposes of the firm's Anti‑discrimination and Anti‑harassment Policies, the term "race" includes, without limitation, traits historically associated with race, including, but not limited to, hair texture and protective hairstyles, such as braids, locks, and twists.

Arnold & Porter Kaye Scholer LLP endeavors to make www.arnoldporter.com accessible to any and all users. If you would like to contact us regarding the accessibility of our website or need assistance completing the application process, please contact Director of Support Staff Stephanie Denmark at +1 202.942.6068. This contact information is for accommodation requests only and cannot be used to inquire about the status of applications.

Arnold & Porter Kaye Scholer LLP uses E-Verify, which is a web-based system, to confirm the eligibility of our employees to work in the United States. As an E-Verify employer, we verify the identity and employment eligibility of newly hired employees by electronically matching information provided by employees on the Form I-9, Employment Eligibility Verification, against records available to the Social Security Administration (SSA) and the Department of Homeland Security (DHS). We use E-Verify because we are a federal contractor containing the Federal Acquisition Regulation (FAR) E-Verify clause. Please see the posters for details regarding E-Verify or contact Arnold & Porter Kaye Scholer LLP’s Human Resources Department for more information. E-Verify Participation Poster and Right‑to‑work Poster.