Help Desk Analyst

Company Description We represent victims of sexual abuse in civil cases. Our attorneys have extensive experience advocating for survivors of sexual abuse. We are dedicated to helping victims of these horrible crimes heal the wounds of their abuse by empowering them through the legal process. Role Description We are seeking a full-time Help Desk Analyst I to work on-site in our Calabasas office. The Help Desk Analyst I will work to resolve hardware and software issues related to desktops, laptops, and printers, as well as collaborate with other IT team members to escalate and resolve complex technical issues. This position will provide technical support and troubleshooting assistance to end-users via phone, email, or in-person and will install, configure, and maintain operating systems and software applications. Additionally, the position will assist with user account management, conduct system analysis to identify root causes of recurring issues, and will document and track all support requests and resolutions in a help desk ticketing system. Qualifications 3-5+ years of experience in an IT support or help desk role Proficiency in Atera or similar ticketing system for managing support requests Knowledge of Azure Cloud for managing user access and security settings Strong customer service skills with the ability to effectively communicate technical information to non-technical users Familiarity with TCP/IP networking protocols, VPN connectivity, and troubleshooting network connectivity issues Experience providing desktop support in a Windows environment, including troubleshooting hardware and software problems Knowledge of various operating systems (e.g., Windows 10, macOS) and their functionalities Ability to analyze complex technical problems and develop effective solutions May require the ability to lift heavy objects, up to 50 pounds, as needed Ability to travel up to 25% of time