IT Service Desk Pro: End-User Support Specialist

Fenwick & West; Palo Alto (CA); On-site; USD 76,000 - 108,000; Full time

Benefits offered by this job

Healthcare

Life Insurance

Health Savings Accounts

Flexible Spending Accounts

Wellbeing

Job summary

Fenwick & West’s Information Technology team seeks a Service Support Analyst for 100% on-site work in Silicon Valley. You will handle first-line incident diagnosis, assist users, and resolve hardware, OS, and network issues while coordinating with facilities for setups.

Expect a Monday–Friday, 40-hour schedule and active involvement in IT projects. The role emphasizes strong communication, teamwork, and the ability to prioritize multiple tasks in a fast-paced environment.

Qualifications

• Minimum 1 year in a customer service role dealing directly with end-users.
• 2+ years of experience with Microsoft technologies and office LAN environments.
• Experience supporting end-users in an office setting with current LAN tech.
• Strong communication skills and ability to work under pressure.

Responsibilities

• Provide computer, network and software support to end-users via phone, email, remote access or in person.
• Install or relocate computers, monitors and printers per standards.
• Install application software based on corporate standards and user needs.
• Coordinate conference setups with Facilities and Professional Development.
• Participate in meetings to discuss and resolve issues and implement projects.
• Monitor loaner notebook inventory and diagnose hardware issues.
• Contact vendor when necessary to repair or replace hardware.
• Other duties as assigned.

Skills

End-user support

Hardware troubleshooting

Printer setup

Windows OS

Video conferencing

Service desk software

Communication skills

Teamwork

Tools

Webex

Zoom

MS Teams

Service Desk Software

Job description

Fenwick & West’s Information Technology team seeks a Service Support Analyst for 100% on-site work in Silicon Valley. You will handle first-line incident diagnosis, assist users, and resolve hardware, OS, and network issues while coordinating with facilities for setups.

Expect a Monday–Friday, 40-hour schedule and active involvement in IT projects. The role emphasizes strong communication, teamwork, and the ability to prioritize multiple tasks in a fast-paced environment.