Senior Desktop Analyst

Senior Desktop Analyst

Vacancy expired!

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.

• 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


• Attendance Requirements: On site during normal working hours and available as necessary before or after normal working hours to work at the firm, over the telephone, or at off-site meetings, in order to meet the demands of the job and the needs of the firm.


• Travel Requirements: Ability to engage in off-site travel as required from time to time, in order to meet the demands of the job, and the needs of the firm

DISCLAIMER STATEMENT: The preceding job description has been designed to indicate the general nature and level of the work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities and qualification required of employees assigned to this job.