Sr. Desktop Support Analyst - Santa Monica

Goodwin Procter Boston; Santa Monica (CA); On-site; USD 81,000 - 121,000; Full time

Benefits offered by this job

Health insurance

Retirement plan

Paid vacation and holidays

Professional development

Job summary

Goodwin in Santa Monica is seeking an IT Desktop Support professional to provide hands-on and remote assistance for desktop OS, apps, and connectivity issues. You will collaborate with the Global Operations Team to deliver reliable IT services to the firm.

You will diagnose hardware, manage software escalations (VPN, Citrix, Windows 365), maintain asset inventory, and mentor teammates. Strong communication in a fast-paced legal environment is essential.

Qualifications

• Bachelor’s Degree in computer Science or related field or equivalent work experience.
• Five+ years of experience troubleshooting and working with Microsoft Windows and Office Suite including legal-specific applications add-ons.
• Experience leading desktop-related projects and collaborating across teams.

Responsibilities

• Provide direct, hands-on and remote support for desktop OS, connectivity and applications issues.
• Perform hardware diagnostics and coordinate repairs to ensure customer satisfaction.
• Provide 2nd level support for software escalations and remote access (VPN/Citrix).
• Manage hardware procurement and inventory for PCs and peripherals.
• Install and maintain practice-specific applications and ensure compatibility.
• Mentor other team members and plan computer equipment installations and upgrades.

Skills

Windows OS

Office 365

Active Directory

SCCM

VPN/Citrix

Technical communication

Hardware troubleshooting

Project leadership

Education

Bachelor's degree in Computer Science or related field

Tools

SCCM

FIM

Cisco IP Telephony

Job description

Join Goodwin’s Global Operations Team, and make a real impact on a global scale. At Goodwin, we work with some of the world’s most successful and innovative investors, entrepreneurs and disruptors in the life sciences, private equity, real estate, technology and financial industries, and where they converge. As part of the Global Operations Team – all business professionals at the firm – you’ll collaborate with colleagues from varied backgrounds and experiences, fostering an environment where cross-functional learning, networking, and collaboration are at the core of what we do. Here, we’re not just supporting a law firm; we’re partnering with attorneys and clients to deliver cutting‑edge solutions in high‑stakes litigation and dispute resolution, world‑class regulatory compliance and advisory services, and complex transactions. Our commitment to integrity, ingenuity, agility, and ambition drives us, and we’re proud to have been recognised as the “Best Business Team” by The American Lawyer. This is your opportunity to grow professionally in a dynamic, global environment, surrounded by forward-thinking peers.

What You Will Do:

• Provide direct, hands‑on and remote support to users who are experiencing desktop operating system, connectivity and applications issues and provide complete follow‑through to successful resolution.
• Perform hardware diagnostics and execute or coordinate repairs in a timely fashion to ensure customer satisfaction.
• Provide 2nd level support for all software escalations from User Support.
• Provide 2nd level support for all remote access calls escalated from User Support (Windows 365, Citrix, and VPN).
• Responsible for hardware procurement: including placing orders through online purchasing tools for specified vendors for PCs and hardware peripherals and management inventory of those items.
• Assess software compatibility with current operating system and execute on the installation and maintenance of practice specific applications.
• Assist and mentor the other team members on various technologies.
• Plan, schedule and execute on computer equipment installations, imaging, upgrades and replacement projects.
• Pro-actively assesses employee capacity working with business administrators to ensure appropriate level of hardware inventory to meet business needs.
• Utilize and leverage current mechanisms to obtain feedback from end users.
• Analyze results of feedback from end users, make recommendations for support process improvement to senior management, and implement approved changes.
• Act as a liaison between the other support groups within IT to ensure proper communication about new user services and/or problems with existing user services is taking place.
• Collaborate with IT Infrastructure team perform occasional hands‑on IT infrastructure hardware installation and maintenance.
• Effectively translate user requests, business needs and technical specifications into formal written documentation.
• Engage end users in a consultative capacity providing solutions and desired outcomes.
• Maintain vendor relationship for contact/troubleshooting purposes serving as a liaison with third‑party support and PC equipment vendors.
• Responsible for physical asset inventory and asset management within the office.
• Ability to participate in firmwide, off‑hours on‑call rotation.
• Act as primary point of contact for troubleshooting server room related issues as well as assisting with installation or removal of server room hardware.

Who You Are:

• Bachelor’s Degree in computer Science or related field or equivalent work experience.
• Five or more years knowledge and experience troubleshooting and working with Microsoft Windows and Office Suite including legal specific applications add‑ons, including document management experience and handheld technologies.
• Ability to effectively and professionally communicate and collaborate with all levels of the organization and peers to reach common goal.
• Ability to adjust to constantly changing priorities and employ time and task management methodologies towards successful accomplishment of workload.
• Experience leading various desktop related projects.
• Basic network administrative experience with Microsoft Active Directory.
• SCCM and FIM knowledge is a plus.
• Experience working with connectivity and application troubleshooting with Windows 365, Citrix and VPN environment.
• Experience includes thorough understanding of a desktop operating system managed environment and integration points with Microsoft Office and other legal applications.
• Experience with Cisco IP Telephony is a plus. This includes adds and changes in Cisco Unified Call Manager and Cisco Unity Voicemail.
• Ability to work at a computer for extended periods and operate standard office equipment.
• Ability to frequently move throughout the office and between workspaces.
• Ability to sit, stand, walk, bend, and reach for extended periods throughout the workday.
• Ability to lift up to 50lbs.
• Minimal travel #LI‑TD1

Benefits and More

At Goodwin, you will discover your next career opportunity with a rewarding compensation package and comprehensive benefits, including:

• Health, dental, and vision insurance
• Life and disability insurance
• Retirement & Savings Plan
• Emergency back‑up child and adult care
• Paid vacation, sick time off, and holidays
• Professional development and career advancement opportunities
• Employee recognition and reward programs
• Employee wellness and assistance programs
• Employee discounts and perks

This position is eligible for overtime: Yes

Salary

The target salary range for this position varies by location and is commensurate with relevant experience: Boston $75,100 - $112,600 | Los Angeles $80,700 - $121,100 | New York $80,700 - $121,100 | Orange County $80,700 - $121,100 | Philadelphia $73,600 - $110,400 | San Diego $80,700 - $121,100 | San Francisco $86,300 - $129,500 | Santa Monica $80,700 - $121,100

Professional career paths at Goodwin offer you more – and less – than you might expect.

You’ll find less hierarchy and more meritocracy.

You’ll have more chances to work across departments and offices, and fewer roadblocks to getting the job done.

We believe people are happiest when they’re not limited by a ‘that’s how we’ve always done it’ approach, so we encourage a more imaginative and collaborative working environment.

Our Global Operations Team – what we call our GO Team – brings a level of professionalism, enthusiasm and commitment to work each and every day.

Goodwin embraces responsible and ethical use of AI in the Hiring Process.