On-Site IT Support Analyst

Remote; San Francisco (CA); On-site; USD 60,000 - 75,000; Full time

Job summary

Wilson Elser is seeking an On-Site IT Support Analyst for their Los Angeles office. The role provides hands-on technology support for attorneys and staff, addressing hardware, software, and peripheral issues with concierge-level service.

You will imaging and deploying equipment, manage asset tracking, and support video conferencing and AV systems. The ideal candidate thrives in a fast-paced, collaborative environment, with certification and ITIL experience preferred.

Qualifications

• Two+ years of technical support for IT hardware, software, and desktop peripherals.
• Experience in ITSM and ITIL environments.
• Familiarity with imaging, deployment, and asset tracking for onboarding/offboarding.

Responsibilities

• Provide on-site technology support for attorneys and staff at the Los Angeles office.
• Troubleshoot hardware, software, and peripheral issues with a high level of customer service.
• Imaging and deploying computer equipment for onboarding new hires.
• Track and collect equipment from departed users.
• Support video conferencing and on-site AV systems.
• Coordinate with regional supervisors and IT teams.
• Maintain ticket records and adhere to change management processes.

Skills

Self-starter

Strong communication

Customer-centric service

Analytical problem-solving

Ability to lift 50 lbs

Education

Bachelor’s degree in Computer Science or related field

Tools

Windows 10/11

Office 365 / Outlook

Active Directory & Azure AD

Zoom Rooms

Microsoft Teams

VPN / Remote Access

Virtual Desktop Environments

LAN & SD-WAN

Imaging & BIOS controls

Remote conferencing tools

Job description

At Wilson Elser, we are redefining what it means to work at a national law firm. With more than 1,400 attorneys across 46 offices nationwide, we are recognized among the top 100 law firms by The American Lawyer and ranked #30 in the National Law Journal’s survey of the nation’s largest law firms.

Our continued success is built on a culture of collaboration, innovation, client service, and mutual respect. We are committed to fostering an environment where employees are empowered to grow their careers, contribute meaningfully, and thrive professionally.

Our firm is committed to attracting and retaining professionals who value each other and the service we provide by embracing Teamwork, Collaboration, Client Service, and Innovation. If you are a motivated professional looking for a long-term fit where you can grow in a role, and will be valued and empowered, then we invite you to apply to our On-Site IT Support Analyst in our Los Angeles office.

This position is a full-time on site position.

The Position

This role provides on-site technology support to our attorneys and staff in an assigned office location. Acting as a resident technology support expert, it is expected for this role to properly troubleshoot and resolve hardware, software, and peripheral issues reported by all personnel working at that assigned office location. As a local representative of Wilson Elser’s national IT department, the ideal candidate thrives on working in a fast-paced, growing environment and has the ability to provide white-glove, concierge-level services while juggling multiple demands.

Key Responsibilities:

• Understand and execute standard operating procedures for imaging and deploying computer equipment for onboarding new hires.

• Collect and track equipment from departed end users following standardized asset tracking procedures.

• Provide support for video conferencing and related A/V on-site systems.

• Install, configure, and troubleshoot software, including document management, Microsoft office applications, remote conferencing tools, and financial systems.

• Coordinate user requirements with regional supervisors, management, and other IT teams.

• Build service-based relationships with the attorneys and staff, while utilizing exceptional customer service skills.

• Collaborate with other team members on tasks or requests, in an efficient and expeditious manner.

• Evaluate and record tickets for ongoing requests for new hardware, software installations, and incidents reported by end users within your assigned office.

• Adhere to organizational change management processes.

• Perform special duties, tasks, or projects, as required.

Qualifications

• Minimum 2 years in technical support on IT hardware, software, and desktop peripherals, including but not limited to:

  • Windows 10 & Windows 11 Operating Systems

  • Microsoft Office O365 with a strong acumen in Outlook

  • Desktop client v. web-based applications

  • Active Directory & Azure AD

  • Zoom Rooms & Microsoft Teams

  • Desktop Driver Controls

  • All-in-One Monitors

  • VPN, Remote Access, & Cloud Network Access

  • Virtual Desktop Environments and Functions

  • Cloud & On-Prem Telephony functions

  • Desktop imaging & BIOS controls

  • LAN and SD-WAN support

• Minimum 3 years working in ITSM and ITIL environments.

• Self-starter with the ability to manage own time effectively and work autonomously.

• Ability to lift and move items up to 50 lbs.

• Ability to travel throughout the region, if needed.

• Experience working in an environment that promotes active listening, transparency, and customer-centric service.

• Experience in system operations and/or administration a plus.

• Prior law firm experience a big plus.

• Strong analytical and problem-solving skills.

• Excellent verbal and written communication skills.

• Certifications in CompTIA A+, CompTIA Network+, or MCDST, HDI Support Center Analyst.

• ITIL4 certification preferred (in-house training is available).

Education

• Bachelor’s degree in Computer Science, Information Security, or other related field. Or equivalent work experience.

• Certifications in CompTIA A+, CompTIA Network+, or MCDST, HDI Support Center Analyst, or ITIL preferred but not required.