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# User Support Analyst

- **Company:** Directedlink Llc
- **Location:** Menlo Park, CA, United States
- **Experience:** Expert
- **Salary:** $85,000.0 - $100,000.0
- **Contract:** Permanent contract
- **Skills:** Microsoft Windows, Active Directory, Macintosh Computers, Business Software, Firmware, Microsoft Office, System Center Configuration Manager, Citrix Systems, Remote Access Technology, Remote Desktop Services, Wireless Networks, Cisco, Vmware
- **Published:** October 27, 2026
- **Apply:** https://www.thejobnetwork.com/job/48f0b8ce-f2ac-4ae6-8502-adfe09811f7b/user-support-analyst

## About the Role

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.

## Description

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.