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Help Desk Analyst I
Help Desk Analyst IRobert Half • Los Angeles, CA, US
Help Desk Analyst I

Help Desk Analyst I

Robert Half • Los Angeles, CA, US
10 days ago
Job type
  • Full-time
Job description

Job Description

Job Description

We are looking for a dedicated Help Desk Analyst I to join our team in Los Angeles, California. In this role, you will serve as the first point of contact for technical support, ensuring timely and effective solutions for hardware, software, and connectivity issues. This position requires a strong customer service focus, excellent troubleshooting skills, and the ability to support both Microsoft and Mac operating systems in a detail-oriented environment.

Location :  Downtown Los Angeles (candidate must reside within 1.5 hours of Los Angeles. You'll start onsite in DTLA before transitioning to a primarily remote role.)

Salary :  $70,000 - $75,000 + Overtime Eligible (Non-Exempt Position)

Benefits :  Medical, Dental, Vision (M / D / V), Flexible Spending Account (FSA), 401K, Profit Sharing Plan, 10 days vacation (accrued), 5 paid sick days, 1 personal day.

Work Model :

  • Onsite during onboarding :  First 30 days onsite in DTLA, working Monday-Friday from 8 AM–5 PM or 9 AM–6 PM.
  • Transition to remote :  After onboarding, 100% remote shift. Occasional onsite may be required for projects such as phone or desktop rollouts.
  • Onsite team weeks :  Once every quarter, you’ll join the team onsite for one week to foster collaboration and team dynamics.

Shift :

  • Week 1 :  Sunday 8am - 5pm; Monday - Thursday 6am - 3pm
  • Week 2 :  Sunday 8am - 5pm; Monday - Wednesday 6am - 3pm

    • As a  Help Desk Analyst , you’ll play a pivotal role in delivering exceptional technical support to our team and ensuring smooth operations for our technology systems. We value professionals who thrive in dynamic environments, exhibit outstanding customer service, and have the ability to troubleshoot incidents effectively. You'll start onsite in DTLA before transitioning to a primarily remote role.

    Responsibilities :

  • Respond promptly to incoming service desk inquiries and resolve technical issues related to hardware, software, and connectivity.
  • Troubleshoot and resolve incidents involving Microsoft Windows 10, Active Directory, and other commonly used systems.
  • Provide expert support for Microsoft Office Suite applications, including Word, Excel, and Outlook.
  • Assist in maintaining user accounts, distribution lists, and mailboxes within Microsoft Exchange Administrator console.
  • Support the deployment, setup, and maintenance of Dell computer hardware.
  • Administer and troubleshoot mobile devices and applications used by the organization.
  • Manage and prioritize multiple assignments in a fast-paced environment while maintaining a high level of accuracy.
  • Collaborate with team members to ensure seamless integration and rollout of Mac devices for employees.
  • Deliver exceptional customer service and maintain a high standard when interacting with a diverse user base.
  • Learn and adapt to new software applications, including legal-specific platforms, as required.
  • Minimum of 2 years of experience in a Help Desk environment, handling 25-35 incidents daily.
  • Proficiency in troubleshooting Microsoft Office Suite versions 2013, 2016, 2019, and 365.
  • Strong knowledge of Microsoft Windows 10 performance and connectivity troubleshooting.
  • Familiarity with Active Directory and Windows Intune for system maintenance and support.
  • Ability to install, configure, and service Dell computer hardware.
  • Excellent communication and organizational skills, with the ability to provide calm and effective support under pressure.
  • Capacity to learn and support legal-specific software applications, such as document management systems and timekeeping tools.
  • Prior experience in the legal industry or international law firms is preferred but not required.
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    Help Desk Analyst • Los Angeles, CA, US