IT Support Analyst II — Remote & On-Site

Request Technology, LLC; Los Angeles (CA); On-site; USD 60,000 - 86,000; Full time

Job summary

Request Technology, LLC seeks an IT Helpdesk/ desktop support professional in Los Angeles to assist users with hardware and software issues, including imaging, remote access, and VoIP. You will provide both remote and on-site support and work with teams across the firm.

The role emphasizes service excellence, asset management, and coordination with vendors for warranty repairs, software installs, and upgrades; prior experience in a law firm is a plus.

Qualifications

• 2-5 years of related experience.
• Hands-on support, including reimaging computers, swapping equipment, troubleshooting hardware/software issues and investigating root causes of problems.
• Experience in both remote and on-site support.
• Zoom and Microsoft Intune support.
• Experience using ServiceNow as a ticketing system.
• Experience supporting Windows-based computers, including Microsoft Windows 11.
• Experience supporting VoIP Telephony solutions.
• Experience with enterprise imaging solutions for Windows-based computers.
• Experience supporting Smartphones, e.g., iPhone, Android.
• Experience supporting Microsoft Office Applications and Remote Access technology, such as Citrix.
• Legal/Law firm industry experience.

Responsibilities

• Assist users to resolve computer related problems including network connections with focus on service excellence.
• Hardware support: end user, desktop, laptop, office visits, mobile devices; imaging and basic printer troubleshooting.
• Software support: troubleshoot applications, install/configure software, updates and preventative maintenance, support third-party apps with vendors.
• Manage assets deployed and in inventory; coordinate hardware moves and exchanges.
• Provide break/fix support for telephones and base units.
• Assist with projects such as hardware or software upgrades, office moves and special events.
• Manage hardware warranty claims and repairs with third-party vendors.
• Document and maintain user requests and incidents in ITSM system.

Skills

Hardware troubleshooting

Software troubleshooting

Remote support

On-site support

ServiceNow

Intune

Zoom

Windows 11

VoIP telephony

Imaging

Asset management

Printer troubleshooting

Citrix

Mobile devices

Tools

ServiceNow

Intune

Zoom

Citrix

Asset management software

Job description

Request Technology, LLC seeks an IT Helpdesk/ desktop support professional in Los Angeles to assist users with hardware and software issues, including imaging, remote access, and VoIP. You will provide both remote and on-site support and work with teams across the firm.

The role emphasizes service excellence, asset management, and coordination with vendors for warranty repairs, software installs, and upgrades; prior experience in a law firm is a plus.