Description:
Burke, Williams & Sorensen LLP is seeking a full-time IT Support Analyst to join its Oakland Office. The IT Support Analyst provides first-line technical support to firm personnel, including remote, hybrid, and in-office users. This role handles high‑volume, user-facing incidents, resolves routine technical issues, ensures excellent customer experience, and escalates more complex matters when appropriate.
This is a full-time, non-exempt, 8-hour/day position. After satisfactorily completing their introductory period, IT personnel work four days on-site and one day from home each week. This arrangement may be changed at any time based on business needs and decisions.
Description Of Responsibilities
Essential Responsibilities include, but are not limited to, the following:
- Serve as the first point of contact for all IT support requests via phone, email, chat, or ticketing system.
- Troubleshoot and resolve basic hardware, software, and network issues using documented procedures; escalate when required. Own issues through resolution, providing updates and follow‑through until completion.
- Document all issues, steps taken, and resolutions in the ticketing system and maintain accurate incident records.
- Perform workstation setup, imaging, deployment, configuration, and equipment replacements.
- Assist with user onboarding/offboarding, including account setup, password resets, and equipment preparation.
- Support remote, hybrid, and onsite users via 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 support tickets, meeting IT service‑level expectations.
- Maintain awareness of IT systems and assist with routine system monitoring tasks.
- Contribute to a knowledge base by documenting common issues and solutions. Deliver excellent customer service, maintaining professionalism and a calm demeanor even under pressure.
- Travel Expectation: Occasional travel to our San Rafael, San Jose, and San Francisco. For days where the employee reports directly to the secondary office, travel time and mileage exceeding the employee’s normal commute to the primary office will be compensated and reimbursed in accordance with California law.
Qualifications
- Working knowledge of Windows 11 and Microsoft 365.
- 2–5 years of help desk or technical support experience.
- Willingness to learn and adapt to new technologies.
- Technical proficiency with computers, mobile devices, and common software applications.
- Strong troubleshooting and problem‑solving skills.
- Excellent verbal and written communication skills for interacting with non‑technical users.
- Ability to multitask and manage several tickets simultaneously in a fast‑paced environment.
- High attention to detail and accurate documentation practices.
- Basic understanding of network fundamentals, IP addressing, DNS, DHCP, and Wi‑Fi troubleshooting
- Familiarity with security basics, including account lockouts and safe computing practices.
- Exceptional customer service orientation and professionalism.
Nice‑to‑Have Skills
- Experience using a ticketing system
- Experience with remote support tools (TeamViewer, etc.).
- Calm demeanor when supporting end users in stressful situations.
- Self‑motivated to stay current with modern technology and emerging IT trends.
- Prior legal IT experience (Netdocuments, iManage, document management systems, PDF workflows) is a strong plus.
- Familiarity with Active Directory, password resets, group membership, and device management.
- Basic knowledge of printers, peripheral devices, and their maintenance.
Preferred Certifications
- CompTIA A+ or Network+
- Microsoft Certified: Modern Desktop Administrator Associate
- Google IT Support or Microsoft IT Support Certificate Programs