Support Analyst

Support Analyst | Fully Remote | Up to $75,000 DOE

Our professional services client is looking for a Support Analyst to join their team!

What you’ll do

• Provide first line phone and remote support for hardware, software, and network related issues

• Troubleshoot incidents efficiently, gather key information, and resolve or escalate tickets to Tier II support where required

• Manage and track tickets through the full lifecycle within the ITSM platform, ensuring strong response times and customer communication

• Support onboarding, device imaging, workstation setup, office moves, and user account administration

• Deliver support for laptops, desktops, printers, mobile devices, AV equipment, and remote working connectivity issues

• Assist users with Microsoft 365 applications, Windows environments, and basic troubleshooting for AI tools and automation platforms

• Participate in floor support, user training sessions, documentation creation, and continuous process improvements

• Work closely with supervisors and senior engineers in a fast paced legal support environment with a strong focus on customer service

What you’ll bring

• 1 to 2 years of help desk, service desk, or IT support experience, although more junior or senior candidates will also be considered

• Strong working knowledge of Windows, Microsoft 365, and end user support environments

• Excellent communication skills with a customer first mindset and the ability to support stakeholders at all levels

• Strong troubleshooting, problem solving, and multitasking abilities in a high volume support setting

• A proactive attitude with the willingness to learn and develop technically

• Experience with Active Directory, Citrix, Exchange, or ServiceNow is a plus

• Previous legal industry experience is beneficial but not essential

• Bachelor’s degree preferred

What’s in it for you

• Competitive salary up to $75,000 plus overtime eligibility and performance based bonuses throughout the year

• Fully remote opportunity with occasional onsite training and collaboration near the LA office

• Comprehensive onboarding and hands on training during the first month onsite

• Clear progression opportunities with a company that prioritises internal promotions and long term career development

• Supportive leadership team focused heavily on mentorship, feedback, and personal growth

• Exposure to modern technologies, AI tools, and automation platforms within a professional services environment

• Collaborative team environment with dedicated supervisors committed to developing future Tier II and infrastructure talent

Interested? Apply now!