JBA International · 4 years ago
IT Help Desk/Service & Support Analyst
Los Angeles, CA
Full-time
Hybrid
Entry, Mid Level
2+ years expJBA International is a nationally recognized law firm with a nurturing and collaborative work environment, seeking an IT Help Desk/Service & Support Analyst. The role involves processing and resolving user support issues, providing training materials, and delivering exceptional customer service to both internal and external clients.
ConsultingHealth CareLegalProfessional Services
Responsibilities
Respond to Help Desk requests via telephone, email, remote access, and in-person (when necessary)
Track all end-user support activities through an incident tracking system. “ServiceNow” experience is a plus
Diagnose and resolve end-user issues in the office, at home, and remote locations., including hardware, software, e-mail, internet, or local-area network problems
Deliver, tag, and configure 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 via remote access and telephone coverage
Develop and maintain an advanced level of proficiency with firm technologies
Work independently to research and resolve complex technical issues
Vital member 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
Coordinate set up of New Hire accounts, as well as equipment for orientation
Configure applications to meet firm requirements and Best Practices
Gather additional details, clarify, test, reproduce and document customer issues and create/update support tickets in ServiceNow
Ability to work within deadlines and effectively handle stress
Ability to establish effective working relationships and interact successfully with others, especially as part of the IT Department and Customer Experience team
Qualification
Required
Advanced knowledge/experience with Windows operating systems, Microsoft Office, desktop/laptop hardware and mobile devices
Ability to work with videoconferencing equipment, document management system (iManage), printers, mobile device management, Citrix/VDI, and other software applications in a legal environment
Excellent verbal and written communication skills
Solid problem-solving and root-cause analysis skills
Strong interpersonal skills, ability to interact with people at all levels and highly customer-focused equally across all departments, teams, and practices groups
Attention to detail and quality of work
Understanding of functional capabilities and limitations with firm technology
Ability to quickly adapt to technology changes in a professional services organization
Self-motivated with the ability to execute tasks and make decisions in a high-pressure environment
Preferred
Bachelor's degree in computer science (or equivalent work experience) is preferred
Two years of experience working in a law firm environment
ServiceNow experience is a plus
Apple/Mac experience is a plus
Strong network experience is a plus
Benefits
Competitive salary and benefits
Company
JBA International
JBA International provides financial, life science, healthcare, legal, and office administration services.
201-500 employees
H1B Sponsorship
JBA International has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (2)
Funding
Current Stage
Growth StageLeadership Team
Jacqueline Buickians
Chief Executive Officer
Company data provided by crunchbase