Senior Service Desk Analyst

About Eleven Recruiting

We are a specialized technology staffing agency supporting professional and financial services companies. Why do we stand out in technology staffing? We listen and act as advisors for our candidates on how they can best add value, find interesting projects, and pave a path for career advancement. We advocate for best pay, diversity in tech, and best job-fit for every candidate we place.

Our client, a global law firm, is seeking a talented Senior Service Desk Analyst to join their team in Del Mar, CA!

Responsibilities

• Provide excellent customer service and timely resolution to end-user technology issues.
• Foster effective communication with end-users, peers, vendors, and management.
• Adhere to best practices when deploying and upgrading hardware.
• Identify and troubleshoot problems with equipment, working with vendors or other IT personnel.
• Follow Asset Management Procedures and update database in real-time.
• Create and manage service tickets to track technology issues.
• Take ownership of tickets escalated from the help desk.
• Provide meeting support – video conferences, webinars, and presentations.
• Maintain office security and distribution groups within Active Directory.
• Adhere to Information Security policies and procedures.
• Contribute to IT projects and initiatives as required.

Qualifications

• Bachelor’s Degree in Information Technology or related field.
• Proficient in Windows 11, Office 365, Document Management Systems (NetDocuments, iManage, etc.), Active Directory, computer/laptop hardware maintenance and repair, printer and copier configuration and troubleshooting, MDM, and iPhone/Android phone services.
• Possess a basic understanding of Internet protocols, data connectivity methods and remote access technologies.
• Familiarity with telephone and voicemail system programming and training as well as wireless networking and video conferencing system knowledge a plus.
• Exceptional interpersonal skills are essential for this position with the ability to work effectively with end-users, IT peers, vendors, and managers.
• Must have excellent written and verbal communication skills.
• 3+ years experience in a Microsoft environment is preferred.
• Having worked in a large, fast paced environment is preferred.
• Experience with VPN/Citrix, Intapp, and NetDocuments is preferred.
• Individual will work as part of the Information Technology team providing 24x7 support as needed.
• Occasional after hours and/or weekend support for high priority requests and projects.

Benefits

• Medical, Dental, Vision Insurance
• Life Insurance
• 401(k) Plan
• Health Savings Account (HSA)
• Flexible Spending Account (FSA)
• Short-Term/Long-Term Disability Insurance
• Pet Insurance
• PTO, Sick Time, Paid Holidays