IT Help Desk Support

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IT Help Desk Support

Employment Type: Full-Time/Direct Hire

Workplace Type: Hybrid (3 days onsite, 2 days WFH)

Location: Beverly Hills, CA

Industry: Professional Services (Law Firm)

Compensation: $85k-$95 discretionary annual bonus

JOB SUMMARY:

The IT Help Desk Support Representative will provide technical assistance and answers to users' questions, assisting users by troubleshooting problems with computer hardware or software. This position reports directly to the IT Support Manager who reports to the Chief Operation Officer.

DUTIES & RESPONSIBILITIES:

• Identifies, investigates, and resolves users' problems with computer software and hardware.
• Serves as the first point of contact for users seeking technical assistance over the phone, by chat, by email, or in person.
• Supports users onsite or remotely, on business hardware and software. Support may include answering questions, troubleshooting problems with network, operating systems, or applications and teaching or instructing customers regarding software or hardware functionality, communicating the respective policy.
• Build, install, configure PCs, and perform software upgrades as necessary.
• Setup wireless printers.
• Assist with remote networking issues.
• Work within the help desk ticketing system. Update tickets with appropriate entries of activities and closes tickets with resolution entered upon completion of the job including a post-resolution follow-up to help requests.
• Managing IT hardware inventory.
• Collaborate with external technical support to explain errors and/or recommend modifications in programs if unable to troubleshoot internally.
• Procure or troubleshoot IT equipment (Cell Phone, Zoom Phone, laptops / desktops, Zoom Room, setup) or related software.
• Arranges service by software or hardware vendors to repair or replace defective products.
• Knows when to direct unresolved issues to the next level of support personnel.
• Passes on any feedback or suggestions by end-users to the appropriate internal team and management.
• Creates and updates written procedures on use of applications and processes.
• Trains personnel as needed on applications and processes.
• Be willing to take on other IT operational tasks as assigned.
  
  

REQUIRED SKILLS & EXPERIENCE:

• 3-5 years of experience working in an IT Help Desk or Technical Support role in a professional environment.
• Bachelor's Degree or Program Certificate preferred.
• Proficient with or the ability to quickly learn an array of computer hardware and software programs.
• Excellent verbal, written communication, and organizational skills, as well as a strong customer service focus, operating with patience and the ability to explain technical issues to technical and nontechnical employees and customers.
• Experience with desktop operating systems including Microsoft Windows 11 and Mac OS X.
• Advanced knowledge of MS Office suite, supporting a variety of business applications including Office 365, Zoom, Adobe Acrobat DC, Amazon Workspace and Windows & Mac operating Systems.
• Experience troubleshooting and configuring wireless and network printers, scanners, mobile devices, tablets, and other computer-related hardware, and phone systems.
• Excellent written and verbal communication skills, specifically when supporting troubleshooting, and resolving end user technical issues.
• Strong analytical and problem-solving skills.
  
  

BONUS SKILLS & EXPERIENCE:

• Prior or existing experience working at a Law firm in a Help Desk, IT Support, or similar roles.
• Law firm experience specifically with iManage (a document management system) and Litera Compare (a legal document comparison software) is a plus.
  
  

All qualified applicants will receive consideration for employment without regard to race, color, national origin, age, ancestry, religion, sex, sexual orientation, gender identity, gender expression, marital status, disability, medical condition, genetic information, pregnancy, or military or veteran status. We consider all qualified applicants, including those with criminal histories, in a manner consistent with state and local laws, including the California Fair Chance Act, City of Los Angeles' Fair Chance Initiative for Hiring Ordinance, and Los Angeles County Fair Chance Ordinance. For unincorporated Los Angeles county, to the extent our customers require a background check for certain positions, the Company faces a significant risk to its business operations and business reputation unless a review of criminal history is conducted for those specific job positions.