Technical Support Analyst

Technical Support Analyst

We are seeking a proactive and experienced Technical Support Analyst to join Pillsbury Winthrop Shaw Pittman LLP's Los Angeles office. This mid-level role is ideal for a professional with a solid technical foundation and experience in technical support. You will be responsible for resolving a range of IT issues, supporting end-users, and ensuring smooth daily operation of critical business systems, with a particular focus on applications and workflows common in legal practices.

Primary Responsibilities:

• Provide technical support for hardware, software, and networking issues.
• Support Microsoft 365, Windows OS, document management systems, and remote access platforms.
• Serve as a point of escalation for complex incidents and collaborate with senior analysts or vendors as needed.
• Assist with onboarding and offboarding of employees, including account provisioning and equipment setup.
• Maintain accurate documentation for systems, procedures, and troubleshooting guides.
• Provide service desk support during downtime and on an as needed basis by monitoring and responding to support tickets in a timely and professional manner.
• Participate in IT projects, rollouts, and upgrades.
• Provide support for audiovisual systems, conference room technology, and telecommunication systems as needed and occasionally during after-hours office events.
• Ensure data security policies and compliance standards are upheld.

Qualifications:

• Three to five years of experience in an IT support role, preferably within a law firm environment.
• A comprehensive knowledge of Windows 10/11, Microsoft Office, and Teams is required.
• Experience with macOS, iOS, and Androids are highly desired.
• An understanding of printers, remote access tools, and mobile devices are required.
• Experience with Mobile Device Management (MOM) is highly desired.
• Experience with utilizing ticketing and asset management systems, such as ServiceNow is desired.
• Strong problem-solving skills and ability to communicate clearly with both technical and non-technical users.
• Ability to work independently, manage multiple priorities, and remain calm under pressure.

Physical Requirements:

• Ability to sit in assigned work area, answer telephones, and respond to e-mails in a timely manner, and type proficiently for long periods of time.
• Ability to lift up to 50 pounds individually or assist in the lifting or large parcels.

Preferred Qualifications:

• Working knowledge of legal applications, including document management systems.
• Familiarity with data privacy and compliance regulations.
• Experience supporting hybrid or remote work environments.
• IT certifications or coursework.

Qualified applicants with arrest and conviction records will be considered for the position in accordance with the California Fair Chance Act. California pay range for this role, with final offer amount dependent on skillset and experience, is $75,000-$85,000. Pillsbury Winthrop Shaw Pittman LLP is an Equal Opportunity Employer.