The Junior Information Technology (IT) Support Analyst is responsible for delivering technology support and high-quality customer service to all firm employees. This role is fully onsite in the Irvine office and provides technical assistance to both onsite and remote users, resolving a wide range of technology requests efficiently and accurately. Key areas of responsibility include troubleshooting and supporting: firm-standard software applications, computer hardware, imaging and configuring laptops for new employees, video/audio conferencing, printers, operating systems, and mobile devices. The Junior IT Support Analyst reports to the IT Manager.

Duties and Responsibilities 

• Provide technology support onsite to the Irvine office, as well as remote support relating to firm standard software applications, computer hardware, phones, printers, operating systems, remote access, and mobile devices.
• Working knowledge to diagnose, troubleshoot, research, and resolve a variety of technical issues.
• Clearly and concisely log details using the firm’s ticketing system, including the opening, closing,  resolution, escalation, and tracking of user requests.
• Provide regular status updates to customers for issues that need time to troubleshoot and research until the request is completed.
• Anticipate customer needs and proactively identify solutions.
• Translate technical concepts into easy-to-understand explanations to assist customers at all technical skill levels.
• Report trends and unusual inquiries to department leadership to identify issues and problems within the technology platform.
• Maintain IT inventory, including tracking, setup, and maintenance of hardware such as laptops, desktops, printers, and peripherals.
• Image, configure, and deploy firm hardware in an enterprise environment.
• Participate in software and new service testing, as well as provide feedback to relevant technical owners on new products and software updates.
• Participate in regularly scheduled technology calls to understand firm strategies and new products and services.
• Complete special projects on various issues as needed.
• Provide conference room and audio-visual assistance, ensuring seamless operation for meetings and presentations.
• Troubleshoot and resolve A/V issues during meetings, including audio, video, and connectivity problems, to minimize disruptions.

This job description reflects management's assignment of essential functions; it does not prescribe or restrict the tasks that may be assigned.

Qualifications:

• 2+ years of related Technical Support, Help Desk, or Service Desk experience in a law firm or large corporate IT setting.
• Working knowledge in Microsoft Windows and Microsoft Office 365, including Outlook, Word, Excel, PowerPoint, web-browsing, and SharePoint.
• Working knowledge in Microsoft Teams and Zoom.
• Working knowledge in troubleshooting complex issues relating to computer hardware, phones, printers, and mobile devices.
• Strong attention to detail, with the ability to notice what others seem to miss.
• Able to work independently and as part of a team, including across multiple locations.
• Excellent interpersonal skills, including telephone skills, verbal and written communication skills, active listening, and customer care.
• Communicate effectively in person and in writing, with the ability to translate technical concepts to non-technical people.
• Remain flexible and adapt to changes in tasks, priorities, projects or processes, whether planned or unforeseen.
• Ability to remain calm when resolving customer issues.

Equal Opportunity Employer

Kahana Feld provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.

This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.

Job Type

Full-Time, Non-Exempt

Supervisory Responsibilities

None

Work Location

Onsite - Irvine

Work Schedule

8:30am - 5:30pm Monday-Friday. Occasional weekends and holidays.

Compensation Range

$60,000 - $75,000

Physical Requirements 

Primarily sedentary work. Exerting up to 10 pounds of force occasionally and/or negligible amount of force frequently or constantly to lift, carry, push, pull or otherwise move objects. Repetitive motion. Substantial movements (motions) of the wrists, hands, and/or fingers. The worker is required to have close visual acuity to perform an activity such as: preparing and analyzing data and figures; transcribing; viewing a computer terminal; extensive reading. Work is performed in an office environment and requires the ability to operate standard office equipment and keyboards. Must have the ability to walk short distances, and/or drive a vehicle to deliver and pick up materials. Work can be performed with or without accommodations.

Travel 

10-30% domestic travel by car and by plane.