Senior IT Support Analyst - 2nd-Line & VC Specialist

O'Melveny & Myers LLP; Menlo Park (CA); On-site; USD 85,000 - 100,000; Full time

Job summary

O'Melveny & Myers LLP in Silicon Valley is seeking a User Support Analyst to provide second-level IT support and assist with video and collaboration technologies. You will support meetings, help deploy new technology, and assist with training for new hires.

The role requires 5+ years in software/hardware IT support and a four-year degree or equivalent. Strong customer service, problem solving, and teamwork are essential for success in a fast-paced environment.

Qualifications

• Minimum of 5 years software and hardware experience in a team-oriented IT structure.
• Experience with desktops/laptops/iPad/iPhone/MAC and printers.
• Advanced knowledge and experience troubleshooting MS Office 365 Suite, Windows 11, Active Directory, NetDocuments/Intapp Time.
• Experience with videoconferences, video bridging, and collaboration technologies (Zoom, Teams).
• Experience with SCCM, Citrix XenApp, VMware Horizon, and other remote access technologies preferred.
• Microsoft Defender, GlobalProtect, and other firewall software experience preferred.
• Experience with help desk ticketing systems preferred.
• A four-year degree or equivalent preferred.

Responsibilities

• Provide second-level support on escalated issues from the Help Desk, guiding to Analysts, Programmers, or Engineers as needed.
• Assist videoconference team with video and sound checks and bridge complex multi-location meetings.
• Help IT Training Team with new hire training.
• Participate in projects to deploy new technology and perform after-hours maintenance.
• Image computers, configure IP phones, move and install printers.
• Install routine firmware updates on computers and docking stations.
• Perform asset tagging and hardware inventory maintenance.

Skills

Customer service

Analytical troubleshooting

Verbal communication

Multitasking

Team collaboration

Public speaking

Education

Bachelor’s degree or equivalent

Tools

MS Office 365

Windows 11

Active Directory

NetDocuments

Intapp Time

Zoom/Teams

Job description

O'Melveny & Myers LLP in Silicon Valley is seeking a User Support Analyst to provide second-level IT support and assist with video and collaboration technologies. You will support meetings, help deploy new technology, and assist with training for new hires.

The role requires 5+ years in software/hardware IT support and a four-year degree or equivalent. Strong customer service, problem solving, and teamwork are essential for success in a fast-paced environment.