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Boies Schiller Flexner LLP · 8 hours ago

IS Support Technician

San Francisco Bay Area

Full-time

Onsite

Entry Level

$60K/yr - $70K/yr

1+ years exp

Boies Schiller Flexner LLP is seeking an IS Support Technician to provide second level support to end-users regarding IT incidents and service requests. This role is crucial for delivering high-quality customer service and technical support for the firm's technologies, ensuring service levels are met or exceeded.

AdviceConsultingLegal

H1B Sponsor Likely

Responsibilities

Provide support for all Firm related mobile and desktop hardware and software

Track all incidents and service requests in Help Desk ITSM system

Maintain detailed and accurate notes on all incidents, this includes but is not limited to symptoms, error message and troubleshooting steps taken

Maintain ownership of all incidents through resolution including regular follow-up with escalation groups and customers

Use of the tools and knowledge available to effectively troubleshoot and resolve issues

Escalate incidents and problems you are unable to resolve to the appropriate support/engineering teams

Adhere to all Firm defined operation level agreements, procedures and policies

Contribute to Help Desk ITSM Knowledgebase

Facilitate project related tasks to completion

This role will be part of the team responsible for quality control related testing of desktop and mobile environments

Actively engage in testing software and hardware updates, patches, and new applications etc. to ensure that stable, usable high-quality product is delivered to the end user

Document and report testing results in accordance with the Department procedures

Develop and maintain expert knowledge in the Firm supported end user applications and hardware

Develop and maintain superior customer service and incident management skills

Assume additional responsibilities as requested

Qualification

Desktop hardware supportWindowsMicrosoft OfficeIT certificationsCustomer service skillsInterpersonal skillsAttention to detailEffective communication

Required

Provide support for all Firm related mobile and desktop hardware and software

Track all incidents and service requests in Help Desk ITSM system

Maintain detailed and accurate notes on all incidents, this includes but is not limited to symptoms, error message and troubleshooting steps taken

Maintain ownership of all incidents through resolution including regular follow-up with escalation groups and customers

Use of the tools and knowledge available to effectively troubleshoot and resolve issues

Escalate incidents and problems you are unable to resolve to the appropriate support/engineering teams

Adhere to all Firm defined operation level agreements, procedures and policies

Contribute to Help Desk ITSM Knowledgebase

Facilitate project related tasks to completion

Actively engage in testing software and hardware updates, patches, and new applications etc. to ensure that stable, usable high-quality product is delivered to the end user

Document and report testing results in accordance with the Department procedures

Develop and maintain expert knowledge in the Firm supported end user applications and hardware

Develop and maintain superior customer service and incident management skills

Assume additional responsibilities as requested

Understanding of desktop hardware and peripherals, (PCs, laptops, printers, scanners, smartphones and tablets)

Working knowledge of computer technologies and software including but not limited to: Windows, Apple iOS, Microsoft Office, Adobe Acrobat, Wireless Networking

Bachelor's degree with a strong academic record in technology related field or 1 - 2 years of experience in an Information Systems (IS) Help Desk Technician role

Attributes expected of all candidates include: a desire to learn and grow, responsibility, honesty, reliability, initiative, patience, attention to detail, determination, taking pride in one's work

Interpersonal skills are necessary to interact and work productively as part of the Information Systems team, delivering high quality services to the Firm and our clients

Ability to meet deadlines and effectively complete operational and project-based assignments

Ability to communicate effectively, in person and in writing, with Firm personnel at all levels and outside parties as necessary

Ability to work independently

This position is required to be on-site during normal working hours

Available as necessary before or after normal working hours to work at the Firm, over the telephone, or at off-site meetings, to meet the demands of the job and the needs of the Firm

Participate in on-call rotation to provide after-hours support

Flexible work hours in case of an emergency and/or last-minute coverage need including some holiday coverage

Expected to carry a wireless email device and respond when necessary

Ability to engage in off-site travel as required from time to time, to meet the demands of the job, and the needs of the Firm

Preferred

Preference will be given to candidates with any related IT certifications

Company

Boies Schiller Flexner LLP

A firm of internationally recognized trial lawyers, crisis managers, and strategic advisors known for our creative, aggressive, and efficient pursuit of success for our clients.

Founded in 1997

Armonk, New York, USA

501-1000 employees

http://www.bsfllp.com

H1B Sponsorship

Boies Schiller Flexner LLP 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 (3)

2024 (1)