Service Support Analyst

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

Benefits offered by this job

Healthcare

Life Insurance

Health Savings Accounts

Flexible Spending Accounts

Wellbeing

Job summary

Fenwick & West’s Information Technology team seeks a Service Support Analyst for 100% on-site work in Silicon Valley. You will handle first-line incident diagnosis, assist users, and resolve hardware, OS, and network issues while coordinating with facilities for setups.

Expect a Monday–Friday, 40-hour schedule and active involvement in IT projects. The role emphasizes strong communication, teamwork, and the ability to prioritize multiple tasks in a fast-paced environment.

Qualifications

• Minimum 1 year in a customer service role dealing directly with end-users.
• 2+ years of experience with Microsoft technologies and office LAN environments.
• Experience supporting end-users in an office setting with current LAN tech.
• Strong communication skills and ability to work under pressure.

Responsibilities

• Provide computer, network and software support to end-users via phone, email, remote access or in person.
• Install or relocate computers, monitors and printers per standards.
• Install application software based on corporate standards and user needs.
• Coordinate conference setups with Facilities and Professional Development.
• Participate in meetings to discuss and resolve issues and implement projects.
• Monitor loaner notebook inventory and diagnose hardware issues.
• Contact vendor when necessary to repair or replace hardware.
• Other duties as assigned.

Skills

End-user support

Hardware troubleshooting

Printer setup

Windows OS

Video conferencing

Service desk software

Communication skills

Teamwork

Tools

Webex

Zoom

MS Teams

Service Desk Software

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.

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 computers 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.