IT Support Analyst II — Onsite LA, Elevate End-User Tech

Blank Rome LLP; Los Angeles, California (CA, MO); On-site; USD 70,000 - 90,000; Full time

Job summary

Blank Rome LLP seeks an IT Support Analyst (Level 2) to assist Help Desk Technicians and escalate complex issues to Level 3. You will diagnose and resolve end-user desktop application issues, coordinate with engineering teams, and ensure all incidents are tracked in Service Now.

The role is in-office with onsite requirements in Century City, Los Angeles, reporting to the User Support and Conferencing Technology Manager.

Qualifications

• 5+ years in information systems with PC-oriented responsibilities.
• 5+ years in an IT call center environment.
• Experience in a legal environment or professional services preferred.
• Knowledge and training in ITIL methodologies.
• Ability to explain complex and technical issues to end users clearly.
• Strong communication skills (verbal and written).
• Proficient in Microsoft Office Suite (Word, Excel, Outlook, Teams).
• Proficient in web-based conference call/web-sharing applications.

Responsibilities

• Respond to requests for technical assistance in person, via phone, and electronically.
• Diagnose and resolve hardware, software, VoIP, and smartphone issues.
• Serve as on-site representative for vendor appointments.
• Set up, test, and deliver meetings and conferences in the office.
• Log all help desk interactions in the ticketing system and follow up with users.
• Provide status updates per SLA and escalate as needed.
• Mentor teammates in troubleshooting, customer service, and documentation.

Skills

ITIL knowledge

Customer service

Strong communication

Problem solving

Microsoft Office

Web conferencing tools

Ability to explain complex issues

High-pressure environment

Tools

Web-based conference call tools

Job description

Blank Rome LLP seeks an IT Support Analyst (Level 2) to assist Help Desk Technicians and escalate complex issues to Level 3. You will diagnose and resolve end-user desktop application issues, coordinate with engineering teams, and ensure all incidents are tracked in Service Now.

The role is in-office with onsite requirements in Century City, Los Angeles, reporting to the User Support and Conferencing Technology Manager.