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Senior Desktop Analyst

San Francisco, CA



Under the direction of the Technology Services Director, the role of the Sr. Desktop Analyst resident in the San Francisco office is a highly technical hands-on position, responsible for the day-to-day support of the office.  Responsibilities include providing second level support for desktops, laptops, mobile devices, applications and remote access to end-users as well as the deployment and physical maintenance of all endpoints, mobile devices, telephones and related hardware.


Responsibilities
  • Manage and respond to all support requests (incidents or service) submitted in ServiceNow, documenting all troubleshooting and resolution steps.  
  • Perform desk side visits and/or remote troubleshooting support as needed.
  • Deploy and provide direct support of firm issued hardware, this includes desktops, laptops, printers, MFDs, monitors, telephones, mobile devices and other related hardware. This includes equipment upgrade and repairs.
  • Provide second level support and troubleshooting for the following;
  • Windows 10 and MAC OS
  • Applications (Microsoft Suite 2016, O365, DeskSite), including non-standard installations.
  • Install and support the firm’s remote access technologies (Citrix and VPN).
  • Maintain inventory of the firm’s (general and loaner) equipment; laptops, desktops, printers and mobile devices in ServiceNow.
  • Build and rebuild desktops and laptops using standardized tools.
  • Perform computer builds, office setup and mobile devices in preparation for the new hires.
  • Follows equipment reclamation process for departing employees.
  • Monitor, resolve and maintain all conference rooms audio/visual connections and software.
  • Support the web conferencing platforms (Zoom, WebEx, Teams).
  • Work closely with the NY IT team on any issues affecting the local office i.e. networking, telephony, printing, etc.
  • Work with the NY team in evaluating new technology offerings, defining and communicating best practices.
  • Participate in the creation, implementation and continual improvement of standards, processes and procedures required to deliver high quality service.
  • Perform virus remediation in conjunction with directives from the IS Security team.
  • Setup equipment in conference rooms, visiting attorneys/clients and perform quality control checks.
  • Monitor and mitigate risk and escalate appropriately.
  • Generate documentation for new processes/update existing process (ex. new install procedures, software usage instructions, mobile app installation).
  • Provides assistance during any IS technology implementation within the firm.


Requirements
  • Bachelor’s degree, preferably in Computer Science or related field, and a minimum of ten years’ experience in desktop and remote access support.
  • Advanced troubleshooting skills in Windows and MAC OS and applications including but not limited to current versions of:
    • Microsoft Suite 2016 and O365
    • DeskSite/iManage
    • Citrix Remote Access, Cisco AnyConnect VPN
    • Wireless Networking
  • Knowledge of network topology and SCCM.
  • Ability to meet strict deadlines and effectively complete designated job assignments under significant time constraints.
  • Ability to communicate effectively with firm personnel at all levels and outside parties as necessary.
  • Interpersonal skills necessary to interact and work productively with other departments in Information Systems.
  • Initiative and ability to work independently.
  • Lifting and moving of computer equipment is required


 

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