Nossaman has an immediate opening for an experienced Technical Support Analyst based in the Firm’s San Francisco office. The Analyst will be responsible for ensuring the efficient operation of the hardware, software, servers, mobile devices and other equipment in the Firm’s San Francisco, Sacramento and Seattle offices in addition to providing support for firm-wide projects as assigned. The position reports to the Firm’s IT Training & Support Manager.
Qualified applicants will have experience providing a wide range of general and user-specific support, including implementing software upgrades and assisting users with hardware and software issues preferably in a law firm or other professional services settings. Applicants must have a solid understanding of computer systems as well as practical experience with various relevant applications and hardware troubleshooting techniques. The position requires excellent customer service and communication skills and ability to prioritize workload in a fast-paced environment. Successful applicants will be able to interact effectively with people of varying skill levels, responsibilities and backgrounds.
Troubleshoot software and system related user requests escalated from Help Desk (tier 1) team or received directly from users.
Maintain and support local office hardware including ShoreTel VOIP phones, printers, network closets, video conference equipment and mobile devices.
Log requests and support activities in ticketing system and ensure all special requests and deviations are documented.
Support the onboarding process ensuring new users are added to necessary systems and set up with appropriate hardware.
Act as a technical resource for other team members and provide local office hands-on support to Infrastructure (tier 3) team as needed.
Participate in weekly on-call rotation including being available after-hours, weekends and holidays when on call.
Provide general support to the Information Technology team, as needed, including assisting with firm-wide technology initiatives.
Experience & Qualifications:
High School Diploma, or equivalent, required; undergraduate degree in related field or commensurate working experience preferred.
Microsoft Certified System Engineer (MCSE) or Microsoft Certified System Administrator (MCSA) certification preferred.
A minimum of three (3) years of experience in a similar user or application support role required; experience working in a law firm or professional services environment preferred.
Detailed understanding of Microsoft Office 2016 and Windows 10 required.
Demonstrated strong troubleshooting skills for application and Windows OS issues.
Working knowledge of networking and server fundamentals.
Strong working knowledge of Citrix, OWA, VPN, mobile device (Android and iPhone), video conference equipment, tracking/ticketing systems and networks required.
Knowledge of Aderant, Nuance PDF, iManage DeskSite and FileSite, InterAction, ShoreTel VOIP phones, and legal macro software strongly preferred.
Working knowledge of Lenovo laptops/desktops and HP printers.
Flexibility to work overtime including after-hours, holiday and weekends, as needed.
Ability to regularly travel to Sacramento and Seattle offices, as needed.
Must be able to lift and move 40lbs.
We offer a competitive salary and generous benefits package.