Junior Information Technology (IT) Support Analyst

The Junior Information Technology (IT) Support Analyst is responsible for delivering technology support and high-quality customer service to all firm employees. This role is fully onsite in the Irvine office and provides technical assistance to both onsite and remote users, resolving a wide range of technology requests efficiently and accurately. Key areas of responsibility include troubleshooting and supporting: firm-standard software applications, computer hardware, imaging and configuring laptops for new employees, video/audio conferencing, printers, operating systems, and mobile devices. The Junior IT Support Analyst reports to the IT Manager., * Provide technology support onsite to the Irvine office, as well as remote support relating to firm standard software applications, computer hardware, phones, printers, operating systems, remote access, and mobile devices.

• Working knowledge to diagnose, troubleshoot, research, and resolve a variety of technical issues.
• Clearly and concisely log details using the firm's ticketing system, including the opening, closing, resolution, escalation, and tracking of user requests.
• Provide regular status updates to customers for issues that need time to troubleshoot and research until the request is completed.
• Anticipate customer needs and proactively identify solutions.
• Translate technical concepts into easy-to-understand explanations to assist customers at all technical skill levels.
• Report trends and unusual inquiries to department leadership to identify issues and problems within the technology platform.
• Maintain IT inventory, including tracking, setup, and maintenance of hardware such as laptops, desktops, printers, and peripherals.
• Image, configure, and deploy firm hardware in an enterprise environment.
• Participate in software and new service testing, as well as provide feedback to relevant technical owners on new products and software updates.
• Participate in regularly scheduled technology calls to understand firm strategies and new products and services.
• Complete special projects on various issues as needed.
• Provide conference room and audio-visual assistance, ensuring seamless operation for meetings and presentations.
• Troubleshoot and resolve A/V issues during meetings, including audio, video, and connectivity problems, to minimize disruptions.

This job description reflects management's assignment of essential functions; it does not prescribe or restrict the tasks that may be assigned.

Do you have experience in Video conferencing software?, * 2+ years of related Technical Support, Help Desk, or Service Desk experience in a law firm or large corporate IT setting.

• Working knowledge in Microsoft Windows and Microsoft Office 365, including Outlook, Word, Excel, PowerPoint, web-browsing, and SharePoint.
• Working knowledge in Microsoft Teams and Zoom.
• Working knowledge in troubleshooting complex issues relating to computer hardware, phones, printers, and mobile devices.
• Strong attention to detail, with the ability to notice what others seem to miss.
• Able to work independently and as part of a team, including across multiple locations.
• Excellent interpersonal skills, including telephone skills, verbal and written communication skills, active listening, and customer care.
• Communicate effectively in person and in writing, with the ability to translate technical concepts to non-technical people.
• Remain flexible and adapt to changes in tasks, priorities, projects or processes, whether planned or unforeseen.
• Ability to remain calm when resolving customer issues., Primarily sedentary work. Exerting up to 10 pounds of force occasionally and/or negligible amount of force frequently or constantly to lift, carry, push, pull or otherwise move objects. Repetitive motion. Substantial movements (motions) of the wrists, hands, and/or fingers. The worker is required to have close visual acuity to perform an activity such as: preparing and analyzing data and figures; transcribing; viewing a computer terminal; extensive reading. Work is performed in an office environment and requires the ability to operate standard office equipment and keyboards. Must have the ability to walk short distances, and/or drive a vehicle to deliver and pick up materials. Work can be performed with or without accommodations.