Technical Support Analyst II

Request Technology, LLC; Los Angeles (CA); On-site; USD 60,000 - 86,000; Full time

Job summary

Request Technology, LLC seeks an IT Helpdesk/ desktop support professional in Los Angeles to assist users with hardware and software issues, including imaging, remote access, and VoIP. You will provide both remote and on-site support and work with teams across the firm.

The role emphasizes service excellence, asset management, and coordination with vendors for warranty repairs, software installs, and upgrades; prior experience in a law firm is a plus.

Qualifications

• 2-5 years of related experience.
• Hands-on support, including reimaging computers, swapping equipment, troubleshooting hardware/software issues and investigating root causes of problems.
• Experience in both remote and on-site support.
• Zoom and Microsoft Intune support.
• Experience using ServiceNow as a ticketing system.
• Experience supporting Windows-based computers, including Microsoft Windows 11.
• Experience supporting VoIP Telephony solutions.
• Experience with enterprise imaging solutions for Windows-based computers.
• Experience supporting Smartphones, e.g., iPhone, Android.
• Experience supporting Microsoft Office Applications and Remote Access technology, such as Citrix.
• Legal/Law firm industry experience.

Responsibilities

• Assist users to resolve computer related problems including network connections with focus on service excellence.
• Hardware support: end user, desktop, laptop, office visits, mobile devices; imaging and basic printer troubleshooting.
• Software support: troubleshoot applications, install/configure software, updates and preventative maintenance, support third-party apps with vendors.
• Manage assets deployed and in inventory; coordinate hardware moves and exchanges.
• Provide break/fix support for telephones and base units.
• Assist with projects such as hardware or software upgrades, office moves and special events.
• Manage hardware warranty claims and repairs with third-party vendors.
• Document and maintain user requests and incidents in ITSM system.

Skills

Hardware troubleshooting

Software troubleshooting

Remote support

On-site support

ServiceNow

Intune

Zoom

Windows 11

VoIP telephony

Imaging

Asset management

Printer troubleshooting

Citrix

Mobile devices

Tools

ServiceNow

Intune

Zoom

Citrix

Asset management software

Job description

*We are unable to provide sponsorship for this role*

Qualifications

• 2-5 years of related experience
• Hands-on support, including reimaging computers, swapping equipment, troubleshooting hardware/software issues and investigating root causes of problems.
• Experience in both remote and on-site support
• Zoom and Microsoft Intune support
• Experience using ServiceNow as a ticketing system
• Experience supporting Windows-based computers, including Microsoft Windows 11
• Experience supporting VoIP Telephony solutions
• Experience with enterprise imaging solutions for Windows-based computers
• Experience supporting Smartphones, e.g., iPhone, Android
• Experience supporting Microsoft Office Applications and Remote Access technology, such as Citrix
• Legal/Law firm industry experience

Responsibilities

• Assist users to resolve computer related problems such as inoperative hardware or software, including network connections. Resolve customer inquiries efficiently and effectively using active listening and personalizing techniques with a constant focus on service excellence.
• Hardware Support functions include, but are not limited to, end user support, desktop support, laptop support, visiting office setups, and mobile device support. Perform computer imaging and post image configurations, preventative maintenance, and basic printer troubleshooting working with the vendor on repairs.
• Software support functions include, but are not limited to, troubleshooting of applications, installation and configuration of software, updates and preventative maintenance, and support of third-party applications in coordination with vendors.
• Manage the assets that are both deployed and in inventory, maintain accurate Asset records for each user and each piece of equipment. Coordinate and perform Hardware moves, changes and exchanges.
• Provide break/fix support for telephones, including handsets, telephone cords and telephone base units.
• Assist with projects such hardware or software upgrades, office moves and special events.
• Manage and process Hardware warranty claims and issues and facilitate warranty repairs with third party vendors.
• Document and maintain user request and incident records in IT Service Management System.