User Support Analyst II

Stand8 Technology Consulting; California; Hybrid; USD 92,000 - 98,000; Full time

Benefits offered by this job

Medical coverage (Anthem)

Health Savings Account (HSA)

Dental/Vision/Ancillary coverages

401(k) retirement plan

Paid time off

Employee Assistance Program (EAP)

Discount programs

Job summary

Stand8 Technology Consulting, with offices in Los Angeles, New York, and more, seeks a User Support II to deliver end-user IT support and participate in Help Desk rotations. hybrid work in Downtown Los Angeles, with on-site and off-site weeks, and involvement in trial locations.

The role requires 4+ years in large environments, strong communication skills, and travel up to 25%. You’ll work during unconventional hours and provide on-call support as part of a rotating schedule while mentoring

Qualifications

• 4+ years of experience in large environments (>300 users).
• Excellent written and verbal communication, especially with legal teams or clients.
• Willingness to travel up to 25% of the time, including remote locations.
• Ability to work under pressure in a dynamic, fast-paced environment.
• Ability to work extended hours, nights, weekends, and rotating on-call duties.
• Ability to develop relationships across all levels in time-sensitive settings.
• Willingness to learn new technology quickly and understand telecom infrastructure.

Responsibilities

• Provide first and second level technical support for firm computers, communications and collaboration systems.
• Prepare and distribute equipment to end-users as needed.
• Open/close and track Help Desk tickets; follow up to resolve issues.
• Maintain current knowledge of firm-supported technologies and assist with training.

Skills

Communication skills

Legal experience

Travel readiness

On-call adaptability

High-pressure work

Education

Bachelor's degree (preferred)

Job description

Stand8 provides end to end IT solutions to enterprise partners across the United States and with offices in Los Angeles, New York, New Jersey, Atlanta, and more including internationally in Mexico and India.

The User Support II provides internal concierge-level end-user support and participates in the Help Desk call rotation for the entire firm. This role provides first- and second-level technical assistance, supports trial teams at remote locations, and assists Engineers with office-based technical tasks. The User Support II also mentors junior team members and works on a rotating schedule consisting of one full week onsite and one full week offsite.

Location & Work Type

Location: Downtown Los Angeles, CA
Work Type: Hybrid

Key Responsibilities

• Provide first and second level technical support and guidance to users of the Firm's computers, communications and collaboration systems, and other technical systems.
• Prepare and provide equipment to Firm end-users as necessary.
• Open, close and keep current all Help Desk tickets in the tracking system.
• Follow up to ensure prompt resolution of operating problems.
• Evaluate and report trends in system errors, software/hardware malfunctions and end user feedback on solutions.
• Research and resolve hardware and software problems with other IT staff or outside vendors.
• Maintain and continuously expand strong working knowledge of current firm-supported and future technologies and software to provide technically accurate solutions to end-users.
• Provide support on-site at the trial location.
• Work unconventional hours to assist trial teams throughout the trial process.
• Transport equipment to trial sites or temporary offices if necessary.
• Setup equipment at trial sites or temporary office spaces.
• Provide after-hours support as scheduled and, occasionally, at short notice.
• Provide on-call support as part of a regular, rotating schedule.
• Assist with training end users on Firm applications.
• Assist with the Firm's inventory of equipment and software.
• Assist with software patching efforts.
• Work with conference room A/V equipment utilizing conferencing software.
• Provide Smart-hands assistance to the engineering team.

Qualifications

Required:

• 4+ years of experience with large (>300 users) environments.
• Expert written and verbal communication skills, in particular with other legal teams, firms, or clients. Must have legal experience in the past to be considered for this role.
• Ability to travel up to 25% of the time, at times to remote locations with little notice.
• Ability to work under the pressures of a dynamic and fast-paced environment.
• Ability to work extended hours, nights, weekends, non-traditional business hours during the week and rotating on-call duties.
• Ability to develop effective working relationships with all levels of personnel in a time-sensitive, high-pressure environment.
• Ability to learn and retain knowledge of new technology and software quickly.
• General understanding of telecommunications infrastructure and operations.

Preferred (Optional):

• Bachelor's degree is preferred.
• Medical coverage and Health Savings Account (HSA) through Anthem
• Dental/Vision/Various Ancillary coverages through Unum
• 401(k) retirement savings plan
• Paid-time-off options
• Company-paid Employee Assistance Program (EAP)
• Discount programs through ADP WorkforceNow

The salary range for this position is $92,310 - $98,000 per yearr, depending on experience. Our pay ranges are determined by role, level, and location. The range displayed on each job posting reflects the minimum and maximum target for new hires of this position across all US locations. Within the range, individual pay is determined by work location and additional factors, including job-related skills, experience, and relevant education or training. Qualified applicants with arrest or conviction records will be considered.

About Us

Stand8 provides end-to-end IT solutions to enterprise partners across the United States and globally with offices in Los Angeles, Atlanta, New York, Mexico, Japan, India, and more. Stand8 focuses on the "bleeding edge" of technology and leverages automation, process, marketing, and over fifteen years of success and growth to provide a world-class experience for our customers, partners, and employees.

Our mission is to impact the world positively by creating success through PEOPLE, PROCESS, and TECHNOLOGY.

Check out more at www.stand8.io; and reach out today to explore opportunities to grow together!

By applying to this position, your data will be processed in accordance with the Stand8 Privacy Policy.