IT User Support Analyst

Consultative Search Group; Palo Alto (CA); On-site; USD 75,000 - 110,000; Full time

Job summary

Consultative Search Group is seeking a User Support Analyst for our Silicon Valley office to provide second-tier IT support and assist with videoconferencing and collaboration systems. The role includes hardware imaging, firmware updates, and fielding escalations to Analysts and Engineers.

Weekend or after-hours work is common for deployments and events. Ideal candidates have 5+ years in IT support, strong MS Office 365 and Windows 11 expertise, experience with AD and document management

Qualifications

• Minimum of 5 years software and hardware experience in a team IT structure.
• Experience with desktops/laptops/iPad/iPhone/MAC and printers; hardware setup preferred.
• Advanced knowledge of MS Office 365, Windows 11, AD, and document management systems.
• Experience with videoconferencing setup and collaboration tools like Zoom/Teams.
• Experience with training delivery or public speaking is a plus.
• Knowledge of SCCM, Citrix XenApp, Terminal Services, VMware Horizon, and remote access tech preferred.
• Microsoft Defender, GlobalProtect, and firewall software experience preferred.
• A four-year degree or equivalent preferred

Responsibilities

• Provide second-level IT support for escalated Help Desk issues and coordinate with Analysts/Engineers.
• Assist videoconference team with setup, checks, and multi-location bridge support.
• Support IT Training by conducting new hire sessions as needed.
• Participate in deploy and upgrade projects, including after-hours work.
• Image computers, configure IP phones, and manage printers.
• Apply firmware updates and maintain hardware inventory; manage loaned equipment.

Tools

MS Office 365 Suite

Windows 11

Active Directory

NetDocuments

Intapp Time

Zoom

Teams

Cisco IP Phones

SCCM

Citrix XenApp

VMware Horizon

Job description

A global law firm has an immediate opening for a User Support Analyst in their Silicon Valley office. With approximately 850 lawyers on three continents, more than 80 practice and industry service areas, and strong cultural ties to its 17 locations, our client is a global law firm with a local feel. At the core, you'll find a dedication to excellence, a drive to lead and innovate, and a deep sense of civic responsibility.

Responsibilities include:

• Provide second-level support on escalated issues from the Help Desk, ability to elevate problems to Analysts, Programmers, Operations or Engineers when necessary, assisting with information gathering and problem solving of escalated hardware and software support issues.
• Assist the videoconference team with video and sound checks before meetings, bridging complex multi-location meetings, and provide support for collaboration technologies in the office, such as Zoom and Teams
• Assist IT Training Team with conducting new hire training, as necessary.
• Participate in projects to deploy new technology, such as PC upgrades, and special events, such as server room maintenance. These projects often take place on the weekends or after hours.
• Image computers, configure IP telephones, move and install printers.
• Install routine firmware updates on computers and docking stations.
• Perform asset tagging and hardware inventory maintenance, including the preparation of loaning of computer equipment.

Qualifications:

• Minimum of 5 years software and hardware experience in a team-oriented IT structure.
• Experience with various models of desktops/laptops/iPad/iPhone/MAC, HP, Canon and Xerox printers, installing, moving and configuring computer and telephone hardware is preferred.
• Must have advanced knowledge and experience troubleshooting MS Office 365 Suite, Windows 11 in a wired/wireless network environment, Active Directory, NetDocuments or other document management system, Intapp Time, internet, intranet, telephone, voicemail/Cisco Systems/Cisco IP Phones, Extension Mobility, email, and proprietary applications.
• Prefer experience with setting up videoconferences, understanding video bridging, and technical-level understanding of collaboration technologies, such as Zoom and Teams.
• Prefer experience with delivering presentations, public speaking, or training classes.
• Knowledge of Microsoft SCCM, Citrix XenApp, Microsoft Terminal Services, VMware Horizon, and other remote access technologies are preferred.
• Microsoft Windows Defender, GlobalProtect, and other personal firewall software experience is preferred.
• Experience with using help desk ticketing systems is preferred.
• Microsoft A+ certification is a plus.
• A four-year degree or equivalent preferred

Successful candidates will also possess the following:

• Exceptional customer service and solution focus
• Strong analytical and technical troubleshooting skills
• Excellent written and verbal communication skills
• Strong work ethic, attention to detail and punctuality
• Creativity and an ability to collaborate with others effective collaboration skills.
• A sense of urgency for incident resolution
• An ability to multitask and prioritize in a fast-paced environment.
• The ability to work under minimal local supervision, independently, and as a member of a project team.
• Experience communicating with senior or executive-level managers.
• An ability to adjust the work schedule as needed for on-call support or overtime.

Many of our job openings can be viewed at https://jobs.crelate.com/portal/consultativesg

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