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Senior Technical Support Analyst (2618)

Pillsbury is seeking a Senior Technical Support Analyst to provide diagnostic, technical, and user support in its Los Angeles office. The successful candidate will act as point person for escalation of complex and critical issues of high profile users; assist the Regional Manager in overseeing the team workload, IT coverage, and ticket queues; ensure all support activities are documented in service tickets on a daily basis; assist IT technicians in the region with solving local technical issues; share knowledge, ideas and provide feedback with local teams in the region; use available training resources including a central KB library, training materials, and email references; escalate issues as appropriate and provide daily report, and work closely with vendors for HVAC, satellite TV services, security system and other IT related vendors to facilitate repairs/service requests.

Other responsibilities include occasional one-on-one user training; resolve hardware and software issues for desktop, laptop/notebook, printers, handheld devices and other firm technology; maintain hardware inventory for the LA office; build firm standard PCs and laptops; maintain proper loaner and hot-swap equipment inventory for prompt delivery to users; maintain printer maintenance records and inventory; provide mobile device support services for iPhones, Androids, and iPads in accordance with the firm’s technology requirements; provide setup and support of remote access and two-factor authentication software (MFA), and set up audiovisual, laptop/projector connectivity, videoconferencing and teleconferencing as required for meetings.  The Senior Technical Support Analyst will be required to install and test new hardware and software technology; assist with telecommunications issues and LAN cabling patching and troubleshooting; complete workstation set-ups for new arrivals, visitors, and office moves; perform software installations, and other tasks as requested by the Regional IT Manager or supervisor. In rotation with other local IT staff, serve as 24/7 on-call emergency specialist. 

Candidate will have at least 5 years' law office experience supporting technology and legal applications including comprehensive knowledge of Active Directory, Microsoft Office Suites 2010 and above, and an A+ or similar computer degree or certificate is required.  Must have solid hands-on experience with WIFI laptop cards and hot spots, audiovisual set-ups including but not limited to laptop/projector connectivity, videoconferencing, teleconferencing, and TVs including Plasma, LCD and LED.  Working knowledge of personal computers, printers, and remote access tools is required.  This position requires overtime and/or shifts on weekends or corporate holidays when necessary. This position may also require occasional travel within the US. Excellent customer service, desk-side support, judgment, time management and problem solving skills are essential to this position.  The successful candidate will thrive in a fast paced environment, seek to provide superior service to the client, and embrace working in a team environment as well as independently.  This position requires the ability to lift up to 50 pounds individually or with some assistance.  Walking and standing for up to 4 hours at a time in a 7.5-hour shift is required.  Must be able to crawl under desks in order to service computers, and be willing to work overtime as needed.

Pillsbury Winthrop Shaw Pittman LLP is an Equal Opportunity Employer.

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