IT Help Desk Analyst

Job Overview: As an IT Help Desk Analyst at our midsize lemon law firm in Century City, you will be a key member of a small, dedicated team responsible for ensuring a seamless technology experience for our attorneys and staff. This role is crucial in providing excellent end-user technical assistance and support across our systems, hardware, software, and remote access. We're looking for someone with a strong technical foundation, exceptional customer service skills, and a proactive approach to problem-solving. Your ability to communicate clearly, manage expectations, and follow through on issues will be vital in supporting our consumer rights mission.

Key Responsibilities:

• Provide professional, confident, and courteous technical assistance and support for all incoming inquiries related to firm computer systems, hardware, software, and remote access, primarily via phone and email.
• Document support requests thoroughly and accurately using the IT Help Desk ticketing system, ensuring clear records for all interactions.
• Serve as the primary point of contact for technical issues and escalating to cross-functional IT support staff as needed to ensure timely resolution.
• Monitor Help Desk issues to identify recurring problems and broader trends, collaborating with IT management to implement preventative solutions and continuous improvements.
• Proactively follow up with users, provide clear feedback, and see all problems through to a successful resolution, setting appropriate expectations with attorneys and staff.
• Develop and maintain knowledge base articles, tips, and FAQs to empower users and improve self-service capabilities.
• Continuously stay informed about the firm's technology, systems, and relevant policies and procedures through self-guided learning and internal training materials.
• Conduct independent research to resolve intricate or complex technical issues efficiently.
• Uphold the highest standards of confidentiality, discretion, and integrity when handling all sensitive firm and client information.

Work Schedule: This is an onsite position, Monday through Friday, 8 hours per day. Occasional availability for server maintenance or critical issues outside of regular business hours, including weekends, may be required with advance notice.

Qualifications and Skills:

• 1 year of relevant experience in an IT help desk or technical support role, preferably in a law firm or professional services environment.
• Strong understanding of applications and technologies common to a modern office environment (e.g., Microsoft 365 suite, collaboration platforms, document management systems).
• Solid working knowledge of IT service management (ITSM) principles and ticketing systems (e.g., Salesforce, ServiceNow).

• Exceptional communication skills, both verbal and written, with the ability to explain technical concepts clearly to non-technical users.
• Demonstrated customer service orientation and a genuine desire to provide a "gold standard" technology experience.
• Excellent problem-solving, debugging, and analytical skills, with a keen attention to detail.
• Highly organized, efficient, and capable of managing multiple priorities in a fast-paced environment.
• Proactive and self-motivated, with the ability to perform independent research and work both autonomously and as part of a team.
• Adaptability to work well under pressure and manage stressful situations calmly and effectively.