IT Support Analyst - Oakland

BURKE, WILLIAMS & SORENSEN, LLP; Oakland, Northern (CA, KY); On-site; USD 85,000 - 105,000; Full time

Benefits offered by this job

Medical benefits

Dental benefits

Vision benefits

401(k) plan

Commuter benefits

Job summary

Burke, Williams & Sorensen LLP in Oakland seeks an IT Support Analyst to deliver first-line support for remote, hybrid, and in-office users. The role handles high-volume incidents, resolves routine issues, and escalates complex matters as needed.

Essential duties include troubleshooting hardware/software, documenting steps, workstation setup, onboarding, and user support across Windows 11, Microsoft 365, printers, and mobile devices. Travel to other offices is occasional.

Qualifications

• 2–5 years of help desk or technical support experience.
• Familiarity with security basics and end‑user best practices.
• Experience with NetDocuments, iManage or similar document management systems is a plus.

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 required.
• Document issues, steps taken, and resolutions; maintain incident records.
• Perform workstation setup, imaging, deployment, configuration, and replacements.
• Assist with user onboarding/offboarding, including account setup and password resets.
• Support remote, hybrid, and onsite users via remote tools and in-person support.
• Provide basic troubleshooting for Windows, Microsoft 365, printers, mobiles, and collaboration tools.
• Monitor tickets and meet IT service levels.
• Contribute to a knowledge base with common issues and solutions.

Skills

Windows 11

Microsoft 365

Help desk

Troubleshooting

Documentation

Remote support

Active Directory

DNS\/DHCP

Wi-Fi troubleshooting

Customer service

TeamViewer

Printer support

Security basics

Education

CompTIA A+ or Network+

Microsoft Modern Desktop Administrator Associate

Google IT Support or Microsoft IT Support Certificate Programs

Tools

Ticketing system

Remote access tools

TeamViewer

Job description

Burke, Williams & Sorensen LLP is seeking a full-time IT Support Analyst to join its Oakland Office. The IT Support Analyst provides first-line technical support to firm personnel, including remote, hybrid, and in-office users. This role handles high‑volume, user-facing incidents, resolves routine technical issues, ensures excellent customer experience, and escalates more complex matters when appropriate.

This is a full-time, non-exempt, 8-hour/day position. After satisfactorily completing their introductory period, IT personnel work four days on-site and one day from home each week. This arrangement may be changed at any time based on business needs and decisions.

Description of Responsibilities

Essential Responsibilities include, but are not limited to, the following:

• Serve as the first point of contact for all IT support requests via phone, email, chat, or ticketing system.
• Troubleshoot and resolve basic hardware, software, and network issues using documented procedures; elevate when required. Own issues through resolution, providing updates and follow‑through until completion.
• Document all issues, steps taken, and resolutions in the ticketing system and maintain accurate incident records.
• Perform workstation setup, imaging, deployment, configuration, and equipment replacements.
• Assist with user onboarding/offboarding, including account setup, password resets, and equipment preparation.
• Support remote, hybrid, and onsite users via 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 support tickets, meeting IT service‑level expectations.
• Maintain awareness of IT systems and assist with routine system monitoring tasks.
• Contribute to a knowledge base by documenting common issues and solutions. Deliver excellent customer service, maintaining professionalism and a calm demeanor even under pressure.
• Travel Expectation: Occasional travel to our San Rafael, San Jose, and San Francisco. For days where the employee reports directly to the secondary office, travel time and mileage exceeding the employee’s normal commute to the primary office will be compensated and reimbursed in accordance with California law.

Qualifications

• Working knowledge of Windows 11 and Microsoft 365.
• 2–5 years of help desk or technical support experience.
• Willingness to learn and adapt to new technologies.
• Technical proficiency with computers, mobile devices, and common software applications.
• Strong troubleshooting and problem‑solving skills.
• Excellent verbal and written communication skills for interacting with non‑technical users.
• Ability to multitask and manage several tickets simultaneously in a fast‑paced environment.
• High attention to detail and accurate documentation practices.
• Basic understanding of network fundamentals, IP addressing, DNS, DHCP, and Wi‑Fi troubleshooting
• Familiarity with security basics, including account lockouts and safe computing practices.
• Exceptional customer service orientation and professionalism.
• Experience using a ticketing system
• Experience with remote support tools (TeamViewer, etc.).
• Calm demeanor when supporting end users in stressful situations.
• Self‑motivated to stay current with modern technology and emerging IT trends.
• Prior legal IT experience (Netdocuments, iManage, document management systems, PDF workflows) is a strong plus.
• Familiarity with Active Directory, password resets, group membership, and device management.
• Basic knowledge of printers, peripheral devices, and their maintenance.

Preferred Certifications

• CompTIA A+ or Network+
• Microsoft Certified: Modern Desktop Administrator Associate
• Google IT Support or Microsoft IT Support Certificate Programs

Compensation

The annual compensation range for this position is$85,000.00 to $105,000.00. The salary offered within this range will be based on qualifications, experience, and other relevant factors.

In addition to competitive compensation, we offer a comprehensive benefits package, including medical, dental, and vision coverage; a 401(k) retirement savings plan; paid time off; and commuter benefits, including parking or public transportation assistance.

Burke, Williams & Sorensen LLP is an Equal Opportunity Employer. We are committed to creating and maintaining a diverse and inclusive workplace. All qualified applicants will receive consideration for employment without regard to race, color, religion, creed, age, sex, national origin, ancestry, disability, medical condition, genetic information, protected veteran status, marital status, sexual orientation, gender identity or expression, or any other characteristic protected by applicable federal, state, or local law.

Notice to Search Firms and Staffing Agencies

Burke, Williams & Sorensen LLP does not accept unsolicited resumes from search firms, staffing agencies, or other third parties. Submission of a candidate’s resume or profile does not establish any obligation on the part of the firm to pay a fee.

All candidate referrals and resumes must be submitted directly [e-mail] to a prior written agreement with the firm. Resumes sent to attorneys or other firm personnel will not be considered authorized submissions. Search firms interested in establishing a relationship with Burke, Williams & Sorensen LLP may [e-mail] for consideration.