Service Support Analyst

Fenwick & West LLP; Palo Alto (CA); On-site; USD 76,000 - 108,000; Full time

Job summary

Fenwick & West LLP, based in Silicon Valley, seeks a Service Support Analyst to provide computer, network and software support to end-users on-site. The role is 100% on-site at our Palo Alto office with a 40-hour work week, Monday to Friday, 7:00 am to 4:00 pm, handling incidents per the incident management process and assisting with hardware/software issues.

You will install and relocate computer systems, coordinate conference setups with Facilities and Professional Development, participate in

Qualifications

• Strong interpersonal skills and ability to support end-users in a fast-paced environment.
• Experience with desktop hardware, printers, networking and peripherals.
• Familiarity with service desk ticket tracking software.
• Experience with video conference tech (Webex/Zoom/MS Teams).

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.
• Coordinate conference setups with Facilities and Professional Development.
• Participate in meetings to discuss issues and implement projects.
• Monitor loaner notebook inventory and diagnose hardware issues.

Skills

Interpersonal skills

End-user support

Ticketing experience

Video conferencing tools

Microsoft applications

Under pressure prioritization

Verbal and written communication

Teamwork

Business objectives awareness

Customer service

Tools

Webex

Zoom

MS Teams

Job description

Job Description Summary

Our Information Technology department is seeking a Service Support Analyst who will be responsible for developing solutions and workarounds for computer hardware, operating system, network and application problems. The analyst will provide first-line investigation and diagnosis of incidents following the incident management process, respond to user calls, listen to user needs and/or issues and provide helpful solutions to their problems. This role will be based in our Silicon Valley office and is 100% on-site. The work schedule for this position will be 40 hours per week (non-exempt), Monday - Friday, from 7:00 am - 4:00 pm.

Job Description

Provide computer, network and software support to the end-user community via telephone, 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 in conjunction with the Facilities department and the Professional Development department. Participate in departmental, committee, and technical meetings to discuss and resolve user issues and implement new projects. Monitor and maintain loaner notebook computer inventory. Diagnose and repair computer hardware and contact vendor when necessary. Other duties as assigned.

Desired Skills & Qualifications

• Strong interpersonal skills and an ability to work and support end-users in a fast-paced and deadline-driven environment with courtesy and tact.
• Experience working with variety of computer desktop and notebook hardware, including printers, monitors, cabling and connectors for networking and peripherals.
• Experience with Service Desk ticket tracking and management software.
• Experience with video conference applications/equipment, and remote meeting technologies (specifically with Webex, Zoom and MS Teams).
• Knowledge of Microsoft applications and Windows desktop operating system.
• Ability to work under pressure and effectively prioritize multiple tasks.
• Effective verbal and written communication skills.
• Ability to deal responsibly with sensitive and confidential information in a discreet and secure manner.
• Ability to work in a team environment.
• Ability to understand the business’ objectives and that the end user’s problem affects the business.
• Reporting to the Associate Director of IT Service, the ideal candidate will have a minimum of 1 year of experience in a customer service role dealing directly with end-users and 2+ years of experience in using computer hardware and software focused on Microsoft technologies.
• Experience supporting end-users in an office environment utilizing current LAN technology and network printing.

Benefits and Compensation Details

At Fenwick, we believe that our partners and employees are our most important asset. Helping you and your families achieve and maintain good health - physical, emotional, and financial - is the reason we offer a comprehensive benefit program. We provide benefits to eligible employees under plans such as Healthcare, Life Insurance, Health Savings Accounts, Flexible Spending Accounts, and Wellbeing. Except as otherwise required by law, temporary employees are generally not entitled to these benefits. The anticipated range for this position is: $76,000 - $107,500. Depending on the role, the actual base salary offered may depend upon a variety of factors, including without limitation, the qualifications of the individual applicant for the position, years of relevant experience, level of education attained, certifications or other professional licenses held, and if applicable, the location in which the applicant lives and/or from which they will be performing the job. A discretionary bonus for eligible employees may also be available based on performance. Additional information about employee eligibility for benefits and discretionary bonus will be made available upon request.

Our Story

For more than five decades, Fenwick & West has helped some of the world’s most recognized companies become, and remain, market leaders. From emerging enterprises to large public corporations, our clients are leaders in the technology, life sciences and cleantech sectors and are fundamentally changing the world through rapid innovation. Having worked alongside such progressive and cutting edge companies for so long, our culture has come to reflect the entrepreneurial spirit of our client base. Unlike traditional law firms, we move at our clients’ speed and have earned the reputation as a go-to law firm for growing companies that need insightful, strategic counsel to help tackle the challenging issues that arise when the law cannot keep up with their pace of innovation. With the same passion for excellence and innovation reflected in our client base, our firm is making revolutionary changes to the practice of law through substantial investments in proprietary technology tools and processes. Our clients demand—and deserve—new ways to receive best-in-class legal services more effectively. At Fenwick, we are proud to be shaping our legal services to do just that. We are proud to have been named one of the Best Places to Work in the Bay Area for the twelfth year.

Equal Opportunity Employer

Fenwick & West LLP is an Equal Opportunity Employer, and, as such, conducts all employment-related activities without regard to unlawful consideration of race, religion, color, marital status, national origin, age, sex, disability, sexual orientation or gender identity, gender, genetic characteristics or any other classification protected by applicable local, state or federal employment discrimination laws. We are committed to providing equal employment opportunities for all. If you require reasonable accommodation to complete a job application, pre-employment testing, or a job interview, please contact [e-mail] or [e-mail]. Pursuant to the San Francisco Fair Chance Ordinance, we will consider for employment qualified applicants with arrest and conviction records. To view our privacy policy click here.