IT Analyst - SF/SV

R & W Group; California (MO); 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 the Information Technology team supporting our San Francisco and Silicon Valley offices. The role requires delivering second-level support for desktops, laptops, mobile devices, printers, and productivity applications in a hybrid work environment.

The ideal candidate has at least five years in desktop support, strong Windows and Microsoft 365 skills, and experience with ITSM tools such as ServiceNow; knowledge of legal tech like iManage is a plus.

Qualifications

• Associate degree in Information Technology or equivalent.
• Minimum of five years of hands-on desktop support in a professional environment.
• Strong knowledge of Microsoft Windows operating systems and Microsoft 365.
• Experience with ServiceNow, BeyondTrust, and SCCM.
• Experience supporting Adobe Acrobat, Nuance PDF, browsers, mobile devices, IP telephony, VPN, and printers.
• Excellent troubleshooting, communication, and customer service skills.

Responsibilities

• Deliver deskside and remote technical support in a hybrid environment.
• Escalate and resolve incidents as a second-level IT analyst.
• Troubleshoot hardware and software on desktops, laptops, printers, and mobile devices.
• Image, configure, deploy, and maintain workstations with approved software.
• Collaborate with Infrastructure, Networking, Systems, Applications, and vendors.
• Maintain asset inventory and documentation in ServiceNow.
• Support onboarding and offboarding, device provisioning, and account readiness.
• Manage hardware lifecycle from procurement to retirement.
• Communicate timely updates and resolutions of service requests.

Skills

Deskside support

Remote support

Windows OS

Microsoft 365

Microsoft 365 apps

Asset management

ServiceNow

ITSM

SCCM

VPN connectivity

Customer service

Communication skills

Time management

Confidentiality

Team collaboration

Education

Associate degree in Information Technology

Tools

BeyondTrust

iManage

Job description

Are you an IT Analyst in SF/SV? Do you have law firm experience? Would you like to work with one of the top law firms in the US? If so, R & W Group has a fantastic new opportunity! One of our favorite law firm clients is looking for an IT Analyst to join the 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 would provide high-quality second-level technical support for desktops, laptops, mobile devices, printers, and productivity applications. You would 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 tool.
• 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.
• Project management experience.

Solid compensation ($74 - $100k, depending upon experience) plus OT and potential annual discretionary bonus. Great benefits including health insurance.