User Support Analyst - Technology

Friedman Williams; Los Angeles (CA); On-site; USD 70,000 - 100,000; Full time

Job summary

Friedman Williams in Los Angeles seeks a User Support Analyst to provide concierge-level technical support to attorneys and staff in a fast-paced law firm environment.

You will handle first and second-level support, troubleshoot hardware and software, support Microsoft 365, SharePoint, Citrix/VPN, iManage Work 10, and assist with conference room A/V technology, on-site trial support, and on-call coverage.

Qualifications

• 4+ years of help desk/user support experience in environments of 300+ users
• Strong Microsoft 365 and desktop support skills
• Excellent communication and customer service abilities
• Experience with ticketing systems, mobile devices, VPN/Citrix and collaboration technologies
• Ability to travel up to 25% and work occasional evenings, weekends and on-call hours

Responsibilities

• Provide first and second-level support
• Troubleshoot hardware and software issues
• Support Microsoft 365, SharePoint, mobile devices, Citrix/VPN, iManage Work 10 and legal applications
• Assist with on-site trial support and conference room A/V technology
• Mentor junior support staff
• Participate in rotating on-call coverage
• Assist with equipment setup and inventory

Tools

Microsoft 365

SharePoint

iManage Work 10

Citrix/VPN

Mobile devices

Ticketing systems

Desktop support

On-site trial support

Job description

Tremendous Opportunity for a User Support Analyst to provide concierge-level technical support to attorneys and staff in a fast-paced law firm environment. This role provides first and second-level support, troubleshoots hardware and software issues, supports Microsoft 365, SharePoint, mobile devices, Citrix/VPN, iManage Work 10 and legal applications, and assists with conference room A/V technology.

The User Support Analyst will also provide on-site trial support, participate in rotating on-call coverage, assist with equipment setup and inventory, and mentor junior support staff.

Qualifications:

• 4+ years of help desk/user support experience in environments of 300+ users
• Strong Microsoft 365 and desktop support skills
• Excellent communication and customer service abilities
• Experience with ticketing systems, mobile devices, VPN/Citrix and collaboration technologies
• Ability to travel up to 25% and work occasional evenings, weekends and on-call hours