User Support Analyst (Level II Desktop Support)

User Support Analyst (Level II Desktop Support)

Century City, Los Angeles, CA | Onsite, Monday-Friday, 9 a.m. to 5 p.m.

Full-time, non-exempt (overtime eligible)

$80K-$100K base

About the Firm

Our client is one of the world's largest and most respected law firms, with more than 2,000 lawyers advising market-leading companies on litigation, transactional and regulatory matters. The firm has served the Los Angeles market for more than four decades and continues to grow its Century City office. Its technology team is known for responsive, high-touch support built on a modern Microsoft environment.

About the Role

As User Support Analyst, you'll provide hands-on Level II technical support to attorneys and staff, in person and remotely. You'll troubleshoot hardware, software, connectivity and mobile device issues, find root causes and own each problem through resolution. You'll join a three-person local IT team within a regional West Coast group, with regular exposure to projects, office moves and new technology.

What You'll Do

• Resolve desktop, laptop, software, network and mobile device issues in person and remotely
• Image, reimage and configure Windows 11 computers; handle hardware moves, swaps and refreshes
• Support iPhone and Android devices, VoIP phones, Zoom and remote access tools such as Citrix
• Track IT assets, manage warranty repairs with vendors and document work in ServiceNow
• Support upgrades, office moves and special events

What You Bring

• IT support experience at a law firm (required)
• 2-5 years of hands-on Level II, deskside or end-user support, beyond basic service desk work
• Strong Windows 11 and Microsoft 365 support skills
• Enterprise imaging experience for Windows computers
• Smartphone support; Microsoft Intune or other MDM experience strongly preferred
• VoIP telephony and remote access support
• A service-first style: polished, calm under pressure and clear with non-technical users
• Bachelor's degree or equivalent work experience
• Availability for occasional after-hours work

Nice to Have

• SCCM, Cisco telephony, NetDocuments, Adobe Acrobat, Mac support, Dell hardware
• A+ or ITIL certification

Why You'll Like It

• Standard Monday-Friday, 9-5 schedule, with overtime paid when after-hours work comes up
• A high-visibility seat on a small team at a top global law firm
• Room to grow through IT projects, new technology and a firmwide network