IT Support Analyst- 3678928

Job Title: IT Support Analyst

Location: Oakland, CA 94612

Salary/Payrate: $80K-$105K annually and AWESOME benefits!!!

Work Environment: On-site

Term: Permanent / Fulltime

Bachelor’s degree required: No

Referral Fee: AMS will pay $500 should the person you refer gets
hired

JOB DESCRIPTION

A mid‑sized law firm is seeking a full‑time IT Support Analyst to
provide first‑line technical assistance to attorneys and staff
across remote, hybrid, and in‑office environments. This role
supports a high‑volume help desk, resolves routine technical
issues, delivers exceptional customer service, and escalates
complex matters when needed.

Position Overview: The Technical Support Specialist will serve as
the primary contact for IT support requests, assist with
workstation setup and maintenance, support
onboarding/offboarding, and troubleshoot common hardware,
software, and network issues. The ideal candidate is
detail‑oriented, calm under pressure, and comfortable supporting
users in a professional legal environment.

Responsibilities:

* Serve as the first point of contact for IT support requests via
phone, email, chat, or ticketing system.
* Troubleshoot and resolve basic hardware, software, and network
issues; escalate when appropriate.
* Document all support activity and resolutions in the ticketing
system.
* Perform workstation setup, imaging, deployment, configuration,
and equipment replacements.
* Assist with onboarding/offboarding tasks, including account
setup, password resets, and equipment preparation.
* Support remote, hybrid, and onsite users through remote access
tools and in‑person assistance.
* Provide basic troubleshooting for Windows, Microsoft 365,
printers, mobile devices, and collaboration tools.
* Monitor and respond to incoming tickets, meeting service‑level
expectations.
* Assist with routine system monitoring tasks and maintain
awareness of IT systems.
* Contribute to internal knowledge base documentation.
* Maintain professionalism, confidentiality, and a calm demeanor
when supporting attorneys and staff.

Qualifications:

* Working knowledge of Windows 11 and Microsoft 365.
* 2–5 years of help desk or technical support experience.
* Strong troubleshooting and problem‑solving skills.
* Technical proficiency with computers, mobile devices, and
common software applications.
* Excellent verbal and written communication skills for
supporting non‑technical users.
* Ability to multitask and manage several tickets in a fast‑paced
environment.
* High attention to detail and accurate documentation practices.
* Basic understanding of network fundamentals (IP addressing,
DNS, DHCP, Wi‑Fi).
* Familiarity with security basics such as account lockouts and
safe computing practices.
* Strong customer service orientation and professionalism.