Help Desk Analyst

Salary: $82,000 - $86,000 base

Help Desk Analyst (2nd Shift)

Job Description

Summary

Jeffer Mangels & Mitchell LLP (JMM) is a results-driven law firm with a relentless focus on client satisfaction. It is through this focus that our work has a purpose and develops into a passion. We take pride in providing our clients with the results they deserve. If you thrive in an environment where your colleagues' defining characteristics are achievement, adaptability, initiative, professionalism, and resourcefulness, the culture at JMM will prove rewarding.

The Help Desk Analyst will have the appropriate technical expertise to work with all levels of Firm personnel and outside service companies to install, maintain, repair and/or upgrade IT hardware or software. In addition, for end users requesting technical service and support, this person will work towards maximizing productivity by providing exceptional user support across the LAN and WAN environments. They will be responsible for providing a solution, responding to urgent requests with a certain degree of calm and confidence, and escalating, when necessary, in order to meet the Firm's needs.

Essential Duties

• Provide remote support and visit floor locations in order to install, troubleshoot, maintain and support IT applications and equipment, such as laptops, desktops, mobile devices, printers, monitors, telephones, etc.
• Harness communication skills to respond to all daily requests for IT technical service and support whether via phone, email, voicemail, in-person or via ticket notification.
• Create and update tickets for incident lifecycle tracking, follow-up and root cause resolution, meeting SLA agreements, and standard performance metrics.
• Display the highest level of customer service, interpersonal skills and professionalism by responding to customer needs in a timely and supportive manner, without delay.
• Work with IT leadership and colleagues in the Los Angeles, San Francisco and Orange County offices for daily operations, Firm wide projects and initiatives.
• Demonstrate a unique blend of technical and customer service skills with a professional and pleasant personality.
• Communicate effectively with good listening skills and readily identify with the needs of the customer.
• Contribute to and update the solutions knowledge base, evaluating and reporting trends.
• Maintain knowledge of the Firm's policies and procedures and Firm-supported technologies, while being aware of current industry trends and technologies.
• Set up and maintain multimedia and video conferencing systems for internal/external meetings.

Qualifications

• Minimum 1-2 years experience working in a Help Desk or Desktop Support role
• Associate/Bachelor's degree in a related technical field or equivalent work experience
• Microsoft Windows operating systems, Office 365, iManage, Active Directory.
• Computer hardware maintenance and repair
• Capacity to lift and move equipment up to 30 lbs. and is required to stoop, kneel, crouch or crawl in confined areas
• Available to work after-hours and overtime as needed
• Participate in the 24x7 weekend IT On-Call program, once out of every five weekends.

Position: Non-Exempt

Location: Century City. 5 days onsite for the first 30-days, then 4 days per week onsite, 1 day remote thereafter. Hours are from 10:00am to 7:00pm.

Salary: $82k - $86k base

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