IT Analyst
Arnold & Porter has an opening for a Information Technology (IT) Analyst in the San Francisco office. The IT Analyst delivers high-quality second-level technical support across a wide range of IT systems, including desktops, laptops, mobile devices, printers, and productivity applications. This role involves diagnosing complex issues, coordinating with internal IT teams and vendors, and ensuring timely resolution to minimize user disruption. The Analyst also assists with hardware procurement, deployment, and asset tracking.
Responsibilities include, but are not limited to:
- Providing responsive, user-focused support for hardware and software issues across a hybrid work environment.
- Acting as a second-level escalation point for IT Help Desk issues, ensuring SLA compliance and user satisfaction.
- Delivering deskside and remote support for desktops, laptops, printers, phones, mobile devices, and peripherals.
- Imaging, configuring, and deploying systems; installing pre-approved software and performing routine maintenance.
- Partnering with IT teams (Applications, Networking, Systems) and external vendors for advanced troubleshooting and escalations.
- Maintaining accurate asset inventory and incident documentation using standard ITSM and asset management tools.
- Supporting onboarding/offboarding processes and device lifecycle management.
- Ensuring timely follow-up and resolution of all assigned tickets and service requests.
Qualifications:
- Associate degree or equivalent work experience in IT; additional certifications (e.g., CompTIA A+, Microsoft MD-100/MD-101) strongly preferred.
- Minimum 5 years of hands-on desktop support experience in a professional environment.
- Familiarity with law firm software and workflows is preferred.
- Proficient with current Windows OS and Microsoft 365 applications (Excel, Outlook, PowerPoint, Word).
- Experienced with remote support tools (BeyondTrust), ITSM platforms (ServiceNow), and endpoint management (SCCM).
- Comfortable supporting:
- Adobe Acrobat & Nuance PDF
- iManage and other common Law firm Apps
- Modern browsers: Edge, Chrome, Firefox
- iOS/Android devices, IP phones, VPN connectivity
- Wireless connectivity for Windows, Mac, and mobile platforms
- Capable of troubleshooting and maintaining laptops, desktops, docking stations, and printers.
- Strong client service with a proactive approach to problem-solving.
- Excellent oral and written communication skills with a service-first attitude.
- Able to prioritize tasks and manage time in a fast-paced, deadline-driven environment while exhibiting a strong attention to detail.
- Professional, courteous, and adept at working with stakeholders at all organizational levels.
- High level of discretion and ability to maintain confidentiality.
- Willingness to work flexible hours and occasional overtime as needed.
- Must be self-motivated and able to successfully perform tasks independently with minimum supervision.
Applicants should submit their resume and cover letter for consideration.
The anticipated base salary for this position is $74,720 to $90,000. The actual base salary offered will depend on a variety of factors, including without limitation, the qualifications of the individual applicant for the position, years of relevant experience, level of education attained, certifications or other professional licenses held, and if applicable, the location in which the applicant lives and/or from which they will be performing the job.
For benefits information, please click here https://www.arnoldporter.com/en/careers/professional-staff/benefits.
As a nonexempt position, this position is eligible for overtime.
The firm may provide a discretionary bonus annually.
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