User Support Analyst

The User Support Analyst owns second-level support for office technology and helps keep day-to-day legal work moving. This hands-on position combines escalated incident resolution, executive support, meeting technology and endpoint projects, with access to specialist IT teams for complex issues., * Resolve escalated desktop, application and connectivity incidents, coordinating with engineering, operations and application specialists when deeper expertise is needed.

• Support attorneys, executives and business staff with clear updates and timely incident resolution.
• Prepare and troubleshoot Zoom, Teams and multi-location videoconferences, including audio/video checks and meeting bridges.
• Deploy and image computers, configure Cisco IP phones, and install or relocate printers and workstation equipment.
• Maintain reliable endpoints through computer and docking-station firmware updates.
• Keep asset tags, equipment inventory and loaner-device records accurate.
• Contribute to PC upgrades, technology rollouts and server-room maintenance, including scheduled evening or weekend work.
• Help the training team introduce new hires to office technology when needed.

Work Authorization: Applicants must be authorized to work in the United States for any employer. Sponsorship is not available for this position., * At least five years of hardware and software support experience in a law firm, working within a collaborative IT team.

• Advanced troubleshooting skills with Microsoft Office 365, Windows 11, Active Directory and wired/wireless networks.
• Advanced knowledge of NetDocuments, Cisco IP phones and remote-access technologies, including Citrix, VMware and Microsoft SCCM.
• Experience supporting Intapp Time, email, intranet, voicemail, Cisco Extension Mobility and business applications.
• Clear written and verbal communication, including experience assisting senior or executive-level staff.
• Strong service judgment, analytical troubleshooting, attention to detail and the ability to prioritize urgent issues while working independently.
• Availability for after-hours/weekend projects and schedule adjustments for on-call support or overtime.

Preferred Qualifications

• Experience supporting Windows and Mac computers, iPads, iPhones, and HP, Canon or Xerox printers.
• Technical experience with Zoom/Teams videoconferencing and multi-location meeting bridges.
• Experience delivering technology training or presentations.
• Familiarity with Microsoft Terminal Services, Windows Defender, GlobalProtect and help desk ticketing systems.
• A four-year degree or equivalent. A+ certification is a plus.

A global law firm serving businesses across a broad range of sectors offers a technology support role within its Silicon Valley office. The environment brings together legal professionals and business teams whose work depends on reliable applications, devices and collaboration tools.