Job Description
Job Description
Title: User Support Analyst
Employment Type: Full-time, direct hire
Compensation: $85,000-$100,000 base salary plus bonus
Location: Menlo Park, CA (Silicon Valley)
Work Model: On-site
Industry: Legal services
Work Authorization: Applicants must be authorized to work in the United States for any employer. Sponsorship is not available for this position.
Company Overview
A global law firm serving businesses across a broad range of sectors offers a technology support role within its Silicon Valley office. The environment brings together legal professionals and business teams whose work depends on reliable applications, devices and collaboration tools.
Position Summary
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.
Key Responsibilities
* 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.
Required Qualifications
* 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.
Job Description
Title: User Support Analyst
Employment Type: Full-time, direct hire
Compensation: $85,000-$100,000 base salary plus bonus
Location: Menlo Park, CA (Silicon Valley)
Work Model: On-site
Industry: Legal services
Work Authorization: Applicants must be authorized to work in the United States for any employer. Sponsorship is not available for this position.
Company Overview
A global law firm serving businesses across a broad range of sectors offers a technology support role within its Silicon Valley office. The environment brings together legal professionals and business teams whose work depends on reliable applications, devices and collaboration tools.
Position Summary
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.
Key Responsibilities
* 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.
Required Qualifications
* 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.
User Support Analyst in menlo park at Unknown Company
This position is listed as full time and able to be worked remotely.