Technical Support Analyst

Nossaman LLP; Irvine (CA); On-site; USD 80,000 - 90,000; Full time

Job summary

Nossaman LLP is seeking an experienced Technical Support Analyst to ensure the efficient operation of workstation hardware, software, mobile devices and other equipment in the Firm’s offices. This position is onsite 4 days per week in our Orange County office and reports to the Senior Information Technology Training & Support Manager.

The hourly range for this position is approximately $41.03 to $46.16 an hour, with annual compensation expected between $80,000 and $90,000.

Qualifications

• High School Diploma, or equivalent, required; undergraduate degree in related field or commensurate working experience preferred.
• Professional in both written and verbal communications.
• Three (3) years working knowledge of Microsoft Office and Windows 11 required.
• Working knowledge of Parallels VDI (Citrix), OWA, VPN, mobile device (Android and iPhone), video conference equipment, tracking/ticketing systems and networks required.
• Knowledge of Aderant, Kofax PDF, iManage, VOIP phones systems and legal macro software strongly preferred.
• Flexibility to work overtime including after-hours, holiday and weekends, as needed.
• Ability to occasionally travel to other offices as needed.
• Must be able to lift and move 40 lbs.

Responsibilities

• Provide expedient, professional white glove service to Firm employees.
• Troubleshoot software and system-related user requests escalated from the Help Desk (tier 1) team or received directly from users.
• Maintain and support local office workstation hardware and applications, VOIP phones system, printers, video conference equipment and mobile devices.
• Log requests and support activities in ticketing system and ensure all special requests and deviations are documented.
• Support the onboarding process ensuring new users are added to necessary systems and set up with appropriate hardware.
• Participate in weekly on-call rotation including being available after-hours, weekends and holidays when on call.
• Provide general support to the Information Technology team, as needed, including assisting with firm-wide technology initiatives.

Skills

Customer service

Written & verbal communication

Flexibility

Travel readiness

Education

High School Diploma or equivalent

Tools

Parallels VDI (Citrix)

OWA

VPN

Mobile devices

VOIP phones

Video conference equipment

Ticketing systems

Job description

Nossaman LLP is seeking an experienced Technical Support Analyst to be responsible for ensuring the efficient operation of workstation hardware, software, mobile devices and other equipment in the Firm’s offices as assigned. This position will also provide support for Firm-wide projects and initiatives. The position will be onsite 4 days per week in our Orange County office and will report to the Senior Information Technology Training & Support Manager.

The hourly range for the position of Technical Support Analyst at Nossaman is approximately $41.03 to $46.16 an hour. The successful candidate’s annual compensation for this position is reasonably expected to be set between $80,000 and $90,000 per year. However, actual compensation will depend on a variety of factors, including, without limitation, the candidate’s qualifications and experience.

Key Responsibilities:

• Provide expedient, professional white glove service to Firm employees.
• Troubleshoot software and system-related user requests escalated from the Help Desk (tier 1) team or received directly from users.
• Maintain and support local office workstation hardware and applications, VOIP phones system, printers, video conference equipment and mobile devices.
• Log requests and support activities in ticketing system and ensure all special requests and deviations are documented.
• Support the onboarding process ensuring new users are added to necessary systems and set up with appropriate hardware.
• Participate in weekly on-call rotation including being available after-hours, weekends and holidays when on call.
• Provide general support to the Information Technology team, as needed, including assisting with firm-wide technology initiatives.

Experience & Qualifications:

• High School Diploma, or equivalent, required; undergraduate degree in related field or commensurate working experience preferred.
• Professional in both written and verbal communications.
• Three (3) years working knowledge of Microsoft Office and Windows 11 required.
• Working knowledge of Parallels VDI (Citrix), OWA, VPN, mobile device (Android and iPhone), video conference equipment, tracking/ticketing systems and networks required.
• Knowledge of Aderant, Kofax PDF, iManage, VOIP phones systems and legal macro software strongly preferred.
• Flexibility to work overtime including after-hours, holiday and weekends, as needed.
• Ability to occasionally travel to other offices as needed.
• Must be able to lift and move 40 lbs.

Nossaman is an equal opportunity employer and is committed to compliance with all applicable laws prohibiting employment discrimination. It is the Firm’s policy to take all employment actions and make all employment decisions without regard to race (including traits associated with race, such as hair texture and protective hairstyles), color, religion (including religious dress and grooming practices), religious creed, gender, sex (including pregnancy, childbirth or related medical conditions), sexual orientation, gender identity or expression, transgender status, national origin, ancestry, age, marital status or registered domestic partner status, citizenship status, physical or mental disability, medical condition, genetic information, reproductive health decision making, veteran or military status, or any other protected status under applicable law.

Nossaman LLP is a Fair Chance employer and will consider qualified applicants with arrest or conviction records for employment. Applicants will not be asked to provide information about criminal history until a conditional offer of employment is extended. Employees at Nossaman have access to highly sensitive, confidential and valuable information of clients and others and certain criminal history may pose a significant risk to the Firm's business operations and reputation.