Senior Desktop Support Analyst

Firm is seeking a skilled and self-motivated Senior Desktop Analyst for our Los Angeles office. This position requires a resourceful professional who can work independently across all IT support functions while also collaborating remotely with the broader IT team. The ideal candidate will be technically strong, demonstrate excellent interpersonal skills, and be committed to top-tier customer service in a fast-paced legal setting.

The Senior Desktop Analyst will maintain a strong, visible presence in the office, build trust, and serve as the primary on-site IT support resource for the Los Angeles location.

Reporting to the Technical Services Director, this person delivers second-level support across hardware, software, and applications, ensuring smooth technology operations and quick issue resolution for attorneys and staff.

• Job Responsibilities Include but Are Not Limited To: Serve as the primary on-site IT resource for the Los Angeles office, providing end-to-end support for all technology-related needs.
• Manage and respond to all support requests submitted through Service Now, email, and Microsoft Teams.
• Perform desk-side or remote troubleshooting as needed.
• Deploy and support firm-issued hardware, including desktops, laptops, printers, MFDs, monitors, telephones, mobile devices, hotspots, and other peripherals.
• Provide second-level support and troubleshooting for Windows 10/11, remote access (Citrix, AVD, VPN), Microsoft 365, iManage/Desk Site, and non-standard installations.
• Provide comprehensive AV support, including managing and responding to AV service requests.
• Troubleshoot, repair, install, and maintain PC and AV hardware, ensuring systems remain up-to-date and resolving technical problems promptly.
• Notify the Technical Services Director and the Director of Administration (LA) of system outages or significant issues, providing timely status updates and progress reports.
• Provide in-person assistance during active video conferences, resolving login, audio/video, hardware, and software issues.
• Collaborate with engineering teams to resolve complex technical issues.
• Document end-user requirements and create/update knowledge-base articles.
• Contribute to the development and improvement of standards, processes, and procedures to enhance service quality.
• Perform virus remediation in accordance with IS Security guidelines.
• Assist in evaluating new technology offerings and establishing best practices.
• Support the firm’s BYOD initiative.
• Work with the IS Inventory Specialist to maintain an accurate inventory of the firm’s equipment—including laptops, desktops, printers, smartphones, tablets, and wireless access cards—using the asset-tracking tool.
• Perform computer builds, office setups, and mobile-device preparation for new hires and Summer/Fall associates.
• Install, administer, and maintain software on MFDs.
• Coordinate technology issues with appropriate departments.
• Create and maintain procedural documentation (installation guides, usage instructions, mobile-app guidance, etc.).
• Conduct conference-room and attorney-office technology setups and perform quality-control checks.
• Support major conferencing platforms, including Zoom, Web Ex, Microsoft Teams, and Go To Meeting .
• Assist with firmwide IS technology initiatives.