On-site IT Support Analyst – San Francisco, CA

Location: San Francisco, California
Date Posted: 10-11-2018
On-site IT Support Analyst – San Francisco, CA
Top-rated law firm is seeking an On-site IT Support Analyst who will be responsible for ensuring that end users can most efficiently and effectively accomplish business tasks.

  • Perform hands-on fixes, including installing and upgrading software, installing hardware, managing mobile devices, implementing file backups, and configuring applications.
  • Owns and drives issues to resolution including escalation to specialized resources within the broader IT organization.
  • Remains engaged on issues until resolution.
  • Serves as lead Audio Visual SME for live meetings and events held on-site or at remote locations as requested. Supports, operates and maintains AV equipment for live meetings and events.
  • Lead, coordinate and participate in improvements as they relate to the on-site IT environment.
  • Serves as an advocate for the organization’s information security management system. Assists customers to work efficiently within the ISMS framework.
  • Test fixes to ensure problems have been adequately resolved.
  • Perform post-resolution follow-ups to customer requests.
  • Evaluate documented resolutions and analyze trends for ways to prevent future problems.
  • Field incoming requests from customers via both telephone and e-mail in a courteous manner.
  • Build rapport with customers
  • Perform preventative maintenance, including checking and cleaning of workstations, printers, and peripherals.
  • Prioritize and escalate problems (when required)
  • Record, track, and document problem-solving processes, including all successful and unsuccessful decisions made, and actions taken, through to final resolution.
  • Apply diagnostic utilities to aid in troubleshooting.
  • Access software updates, drivers, knowledge bases, and frequently asked questions resources on the Internet to aid in problem resolution.
  • Understands the essential responsibilities of the position and works to continuously build and improve the skills necessary to be proficient in the role.
  • Serves as a back up to other IT Support Analysts (both local & remote) as needed.
  • Conducts new hire training when requested.
  • Experience in the field of computer science, information sciences, or related field for at least 5 years. Microsoft MCP certification is a plus.
  • Strong knowledge of computer hardware, including Dell workstations and laptops.
  • Experience with Microsoft Windows and extensive application support experience with Microsoft Office.
  • Active Directory and Exchange Management Console experience (2-5 years minimum experience)
  • Experience with supporting Audio/Visual technology (3-5 years minimum)
  • Proven track record of working under Service Level Agreements and a Service Desk framework.
  • Experience working in a team-oriented, collaborative environment
  • Must be self-guided when given little detail for troubleshooting efforts.
  • Possess strong customer service skills. Must be an effective communicator, both written and oral, with the ability to present ideas and solutions in a user-friendly language to non-technical staff and end users.
  • Exceptional interpersonal skills, with a focus on listening and asking probing questions as appropriate.
  • Strong documentation skills and keen attention to detail and proven analytical and problem solving
  • Ability to effectively prioritize and execute tasks in a high-pressure environment.
  • Ability to represent and advocate for both the policies and procedures of the IT organization as well as the end users’ perspective
To Apply: Please email your resume for immediate consideration to: cfleck@chelsearecruiters.com
Craig Fleck
Vice President
Chelsea Search Group
3050 Rue D'Orleans #317
San Diego, CA 92110
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