Service Desk Analyst

The role

The Service Desk Analyst provides first-level technical support to employees through remote and in-person support. This role involves troubleshooting hardware, software, networking, and end-user computing issues while managing user accounts and IT assets.

What you will do

• Provide first-level technical support to employees through remote and in-person support
• Conduct employee onboarding and offboarding including workstation setup and user account administration
• Follow information security policies when managing user accounts, access permissions, and devices
• Track IT assets and maintain documentation of equipment, accounts, and support activities
• Log and document support tickets and troubleshooting activities
• Escalate complex technical issues to higher-level team members

Required qualifications

• 1+ year of IT Help Desk or Desktop Support experience
• Ability to diagnose and resolve hardware, software, basic networking, and end-user computing issues
• Provide first-level support for and troubleshooting Windows 11 workstations
• Experience with Microsoft Remote Desktop Services
• Competence with Active Directory and Microsoft 365 user account administration
• Experience with Microsoft Windows workstation setup, configuration, and deployment
• Familiarity with iPhone/iOS and Android support
• Experience with Jira Service Desk or another ITSM platform
• Strong troubleshooting, problem-solving, and analytical skills
• Excellent verbal and written communication skills
• Strong organizational skills and ability to prioritize multiple support requests
• Ability to travel between Southern California offices as needed

Nice to have

• Microsoft Windows server administration and remote management using RSAT
• Computer imaging and automated workstation deployment
• Software deployment and application management
• Network printer setup and troubleshooting
• IT asset and inventory management
• Supporting users across multiple office locations
• Creating technical documentation and knowledge-base resources
• Experience supporting a professional-services or law-firm environment

Benefits

• Medical
• Vision
• Short-term disability
• Long-term disability
• Life insurance
• 401(k) retirement plan
• Paid time off
• Optional dental coverage

About the company

Albert & Mackenzie is a well-established and expanding workers’ compensation defense law firm with a strong presence across California.