IT Support Analyst- 3678928
AMS Staffing · Oakland, Alameda County ·
- Employment
- Full time
- Category
- Support
- Experience
- 2+ years
- Salary
- USD 80,000 – 105,000 / year
First-line IT Support Analyst at a mid-sized Oakland law firm, serving as the main help desk contact: troubleshooting Windows 11, Microsoft 365, hardware, printer, mobile, and network issues, setting up workstations, and handling onboarding/offboarding for attorneys and staff. On-site, full-time, permanent role paying $80K-$105K.
Job Title: IT Support Analyst
Location: Oakland, CA 94612
Salary/Payrate: $80K-$105K annually and AWESOME benefits!!!
Work Environment: On-site
Term: Permanent / Fulltime
Bachelor’s degree required: No
Referral Fee: AMS will pay $500 should the person you refer gets hired
JOB DESCRIPTION
A mid‑sized law firm is seeking a full‑time IT Support Analyst to provide first‑line technical assistance to attorneys and staff across remote, hybrid, and in‑office environments. This role supports a high‑volume help desk, resolves routine technical issues, delivers exceptional customer service, and escalates complex matters when needed.
Position Overview: The Technical Support Specialist will serve as the primary contact for IT support requests, assist with workstation setup and maintenance, support onboarding/offboarding, and troubleshoot common hardware, software, and network issues. The ideal candidate is detail‑oriented, calm under pressure, and comfortable supporting users in a professional legal environment.
Responsibilities:
- Serve as the first point of contact for IT support requests via phone, email, chat, or ticketing system.
- Troubleshoot and resolve basic hardware, software, and network issues; escalate when appropriate.
- Document all support activity and resolutions in the ticketing system.
- Perform workstation setup, imaging, deployment, configuration, and equipment replacements.
- Assist with onboarding/offboarding tasks, including account setup, password resets, and equipment preparation.
- Support remote, hybrid, and onsite users through remote access tools and in‑person assistance.
- Provide basic troubleshooting for Windows, Microsoft 365, printers, mobile devices, and collaboration tools.
- Monitor and respond to incoming tickets, meeting service‑level expectations.
- Assist with routine system monitoring tasks and maintain awareness of IT systems.
- Contribute to internal knowledge base documentation.
- Maintain professionalism, confidentiality, and a calm demeanor when supporting attorneys and staff.
Qualifications:
- Working knowledge of Windows 11 and Microsoft 365.
- 2–5 years of help desk or technical support experience.
- Strong troubleshooting and problem‑solving skills.
- Technical proficiency with computers, mobile devices, and common software applications.
- Excellent verbal and written communication skills for supporting non‑technical users.
- Ability to multitask and manage several tickets in a fast‑paced environment.
- High attention to detail and accurate documentation practices.
- Basic understanding of network fundamentals (IP addressing, DNS, DHCP, Wi‑Fi).
- Familiarity with security basics such as account lockouts and safe computing practices.
- Strong customer service orientation and professionalism.