Sr. Desktop Support Analyst - SF

Goodwin Procter Boston; San Francisco (CA); On-site; USD 86,300 - 129,500; Full time

Benefits offered by this job

Health, dental, and vision insurance

Retirement and savings plan

Paid vacation and sick time

Job summary

Goodwin Procter Boston is seeking a dedicated IT Support Specialist in San Francisco to provide hands-on support for users, maintaining both hardware and software systems. The role includes troubleshooting connectivity issues in a Windows environment and managing vendor relationships.

Ideal candidates will have a Bachelor's in computer science and extensive experience with Microsoft Windows and Office applications. Benefits include health insurance and competitive pay ranging from $86,300 to $129,500.

Qualifications

• 2+ years of experience troubleshooting Windows and Office applications.
• Effective communication skills with all organization levels.
• Ability to manage changing priorities.

Responsibilities

• Provide 2nd level IT support for users and applications.
• Perform hardware diagnostics and coordinate repairs.
• Manage vendor relationships and asset inventory.

Skills

Troubleshooting Windows OS

Team collaboration

Active Directory

Connectivity troubleshooting

Microsoft Office Suite

Education

Bachelor’s Degree in computer science or related field

Tools

Cisco IP Telephony

Job description

What You’ll 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 (Windows365, Citrix, and VPN).
• Responsible for hardware procurement, including placing orders through online purchasing tools for specified vendors for PCs and hardware peripherals and managing 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 computer equipment installations, imaging, upgrades and replacement projects.
• Pro‑actively assess 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 and 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.
• Collaborate with IT Infrastructure team to 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 relationships 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.
• Participate in firm‑wide, 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.
• Two or more years of experience troubleshooting and working with Microsoft Windows and Office Suite including legal‑specific applications add‑ons, document management, and handheld technologies.
• Effective and professional communication and collaboration with all levels of the organization.
• Ability to adjust to constantly changing priorities and employ time and task management methodologies towards successful accomplishment of workload.
• Basic network administrative experience with Microsoft Active Directory. SCCM and FIM knowledge is a plus.
• Experience working with connectivity and application troubleshooting in Windows365, Citrix and VPN environments.
• 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 (including adds and changes in Cisco Unified Call Manager and Cisco Unity voicemail).
• Ability to troubleshoot issues with a wide variety of Apple and Android‑based mobile devices.

Benefits and More

• Health, dental, and vision insurance
• Life and disability insurance
• Retirement and 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

Salary: 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. Overtime: eligible.