On-Site IT Service Support Analyst

Fenwick & West LLP; United States; On-site; USD 76,000 - 108,000; Full time

Job summary

Fenwick & West LLP's Information Technology team seeks a Service Support Analyst to diagnose and resolve hardware, OS, network and application issues for the end-user community. This 100% on-site role in our Silicon Valley office supports 40 hours per week, Monday through Friday, 7:00 am to 4:00 pm.

You will install and relocate computer systems, configure software, coordinate conference setups with Facilities and Professional Development, manage loaner equipment, and escalate or coordinate with

Qualifications

• Strong interpersonal skills and ability to support end-users in a fast-paced environment.
• Experience with desktop hardware, monitors, printers, networking cabling.
• Experience with Service Desk ticket tracking software.
• Experience with video conference equipment and remote meeting tools (Webex, Zoom, MS Teams).
• Knowledge of Microsoft applications and Windows operating system.
• Ability to work under pressure and prioritize multiple tasks.
• Excellent verbal and written communication; handling confidential information discreetly.
• Team player with understanding of business impact of issues.
• Minimum 1 year in customer service and 2+ years in Microsoft hardware/software support.
• Experience supporting end-users in an office with LAN and network printing.

Responsibilities

• Provide computer, network and software support to end-users via phone, email, remote-access, or in-person.
• Install or relocate computer systems, including monitors and printers.
• Install application software based on corporate standards and end-user requirements.
• Coordinate conference setups with Facilities and Professional Development departments.
• Participate in departmental and technical meetings to discuss issues and implement projects.
• Monitor and maintain loaner notebook inventory.
• Diagnose and repair computer hardware and contact vendor as needed.
• Other duties as assigned.

Skills

Interpersonal skills

End-user support

Service Desk

Video conferencing tools

Microsoft Windows

Effective communication

Confidential information handling

Team player

Business impact awareness

Customer service experience

Tools

Ticketing system

Job description

Fenwick & West LLP's Information Technology team seeks a Service Support Analyst to diagnose and resolve hardware, OS, network and application issues for the end-user community. This 100% on-site role in our Silicon Valley office supports 40 hours per week, Monday through Friday, 7:00 am to 4:00 pm.

You will install and relocate computer systems, configure software, coordinate conference setups with Facilities and Professional Development, manage loaner equipment, and escalate or coordinate with