Sr. Desktop Support Analyst - Santa Monica

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

Benefits offered by this job

Health, dental, and vision insurance

Life and disability insurance

Retirement & Savings Plan

Paid vacation, sick time off, andholyd

Job summary

Goodwin is seeking a Sr. Desktop Support Analyst to deliver high-quality desktop, mobility, and application support for attorneys and staff. You’ll handle hands-on and remote issues, coordinate hardware and software deployments, and mentor teammates within the Desktop Operations team.

Responsibilities include 2nd line support for software and remote access, hardware procurement, imaging, and asset management, with occasional off-hours on-call. Strong AD, SCCM, and Windows expertise required.

Qualifications

• 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.
• 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.

Responsibilities

• 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 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.

Skills

Windows troubleshooting

Citrix & VPN support

Remote/onsite support

Communication skills

Project leadership

Education

Bachelor's Degree in Computer Science or related field

Tools

SCCM

FIM

Cisco IP Telephony

Cisco Unified Call Manager

Cisco Unity Voicemail

Microsoft 365 / Office

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.

The Sr. Desktop Support Analyst is responsible for providing high quality desktop, mobile device and applications support for attorneys and professional staff. As a member of the Desktop Operations team, this individual will facilitate desktop service fulfillment requests, provide guidance and "how to" information, assess requests for new services and features for potential fulfillment by existing services, restore PC Desktop and related technology services or service features to a satisfactory operational state, assess requests for new services and features for potential fulfillment by existing services and help improve the user experience.

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.

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

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