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IT Service and Support Analyst – Irvine

Fawkes IDM

This is a Full-time position in Irvine, CA posted June 10, 2021.

Seeking a full-time IT Service and Support Analyst to join the help desk team.
Respond to Help Desk requests via telephone, email, via remote access, and in-person.

Track all end-user support activities through an incident tracking system.

“Service Now” experience is a plus.

Diagnoses and resolves end-user network or local printer problems (both in the office and at home), PC hardware problems and software, e-mail, internet and local-area network access problems.

Delivers, tags, and configures end-user PC desktop hardware, software, and peripherals as needed and assigned.

Participate in a rotating on-call schedule that involves after hours and weekend support and availability requiring remote access and telephone coverage.

Develop and maintain an advanced level of proficiency with software and hardware in use.

Works as part of the Customer Experience Team, providing exceptional service and support to all end-users( aka, internal and external customers).

Occasionally visit other offices to provide onsite assistance and inventory tasks as needed.

Coordinate set up of New Hire accounts, as well as equipment for orientation.

The Customer Experience team as provides 24/7 support services through rotating on-call shifts for after hours and weekend support.
Bachelor’s degree in computer science (or equivalent work experience) is preferred.

2+ years of experience working in a law firm environment.

Advanced knowledge of the Windows operating systems, Microsoft Office, desktop/laptop hardware and mobile device (Apple/Mac experience is a plus).

Ability to work with videoconferencing equipment, document management systems (iManage), printers, mobile device management, Citrix/VDI, and other software applications in a legal environment.

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