IT Support Analyst - Help Desk Specialist (Hybrid)

AMS Staffing Inc.; Oakland (CA); On-site; USD 80,000 - 105,000; Full time

Job summary

AMS Staffing Inc. is seeking an IT Support Analyst to provide first-line technical assistance to lawyers and staff in Oakland.

The role covers remote, hybrid, and in-office environments, handling a high-volume help desk, resolving routine issues, and escalating complex matters as needed. The ideal candidate has 2–5 years of help desk experience, strong Windows 11 and Microsoft 365 knowledge, and excellent customer service skills to support users in a professional legal setting.

Qualifications

• 2–5 years of help desk or technical support experience.
• Working knowledge of Windows 11 and Microsoft 365.
• Excellent verbal and written communication for non‑technical users.
• Ability to multitask and manage several tickets in a fast-paced environment.
• High attention to detail and accurate documentation practices.

Responsibilities

• Serve as the first point of contact for IT support requests via phone, email, chat, or ticketing system.
• Troubleshoot and resolve basic hardware, software, and network issues; escalate when appropriate.
• Document all support activity and resolutions in the ticketing system.
• Perform workstation setup, imaging, deployment, configuration, and equipment replacements.
• Assist with onboarding/offboarding tasks, including account setup and password resets.
• Support remote, hybrid, and onsite users through 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 tickets, meeting service‑level expectations.
• Assist with routine system monitoring tasks and maintain awareness of IT systems.
• Contribute to internal knowledge base documentation.

Skills

Windows 11

Microsoft 365

Help desk experience

Troubleshooting

Customer service

Multitasking

Job description

AMS Staffing Inc. is seeking an IT Support Analyst to provide first-line technical assistance to lawyers and staff in Oakland.

The role covers remote, hybrid, and in-office environments, handling a high-volume help desk, resolving routine issues, and escalating complex matters as needed. The ideal candidate has 2–5 years of help desk experience, strong Windows 11 and Microsoft 365 knowledge, and excellent customer service skills to support users in a professional legal setting.