Job Title:
Desktop Analyst
Job Responsibilities:
The Desktop Analyst is responsible for delivering primary 2nd and 3rd level support to the user community, focusing on the day-to-day deployment, maintenance, and support of desktop systems. Key responsibilities include:
- Installing, configuring, and troubleshooting desktop and laptop hardware, peripherals, operating systems, and business software utilized by the law firm.
- Addressing client-side network connectivity issues, including hardware problems (NIC/cabling) and software issues (application connectivity to servers/Internet).
- Configuring and troubleshooting both HP network class and local printers.
- Managing interoffice computer equipment moves and setting up new employees with necessary technology.
- Resolving remote access issues involving both software and hardware components.
- Setting up and troubleshooting various Smartphone devices to ensure connectivity and functionality.
- Researching and resolving software/hardware errors through OEM, vendors, and technical literature while directing other issues to appropriate staff when necessary.
- Monitoring the Desktop ticket queue, responding promptly to tickets, and keeping users informed of status and resolutions, adhering to the law firm's service level agreement.
- Documenting each case in the ticket management software, annotating all updates, and properly documenting final resolutions.
- Performing audio-visual setups, including video conferencing, LCD projectors, laptops, and live webcast configurations, and ensuring meetings launch successfully by collaborating with the AV and local Conference Service teams.
- Maintaining and documenting inventory and supply needs, including monitors, keyboards, mice, and other peripherals.
- Coordinating with the Operations group on all equipment moves, relocations, and setups.
- Assuming additional responsibilities as requested.
- The role requires regular (100%) in-office presence.
Education and Experience Information:
- A Bachelor’s degree is preferred for candidates applying for this position.
- Candidates should have over 5 years of desktop experience in a professional services environment, with a preference for those with experience in a law firm.
- Proficiency in using Windows 11, Active Directory, O365, iManage, Intune Company Portal, Microsoft Authenticator, System Center Endpoint Protection, Citrix, and VPN is essential. Familiarity with hardware including desktops, laptops, Smartphones, HP printers, and scanners is required.
- The ability to quickly get up to speed and master new applications and software is critical.
- Candidates must exhibit exceptional problem-solving and analytical abilities regarding hardware and software.
- Demonstrated proficiency with rollouts, migrations, and upgrades is required.
- Excellent written and verbal communication skills are necessary.
- Strong organizational and administrative skills, along with excellent attention to detail and the ability to execute tasks through to completion, are required.
- Creative problem-solving skills, reasoning ability, and a logical thought process are important.
- The ability to work under pressure, prioritize competing demands, and meet various deadlines is essential.
- Demonstrated ability to interact and collaborate professionally with colleagues at all levels is required.
- Candidates should be capable of working independently and as part of a team.
- An outstanding sense of customer service is necessary.
- Enthusiasm, proactivity, and a positive attitude are crucial.
- Self-motivation to produce quality work is expected.
- High levels of integrity and honesty are required.
- Individuals should possess or consider pursuing MTA/MCSA certification and specialized computer training.
- Flexibility to work overtime when necessary is expected.
Salary Information:
The salary range for the Desktop Analyst position in San Francisco is $85,000 to $90,000. This position is bonus eligible. The law firm offers a comprehensive benefits package.
This job description provides a general overview of the responsibilities required of an individual in this role. It is not intended to be a complete list of all duties, responsibilities, and skills that may be required.
