Headquartered in Los Angeles, this Law Firm is a leader in the commercial real estate markets. With 240+ attorneys and a National presence, they have evolved into a full service firm offering market leading solutions across a myriad of industries and verticals. As they continue to expand, their IT team is focused on modernizing their tech stack and implementing new technology to enhance the partnership their Attorneys offer to the Firm's clients.
Compensation Expectation: $60,000 - $80,000
What You'll Do As a User Success Analyst:
Serves as first point of contact for users contacting the Service Desk
Analyzes and solves end-user questions and issues related to software and basic hardware issues
Escalates Level II and beyond issues to the appropriate team as necessary
Creates, assigns, and tracks service tickets in ticketing system to ensure timely completion
Creates and maintains the Service Desk Knowledge Base.
Assists in creating documentation for users, and customizes vendor documentation to meet Firm and departmental standards.
Becomes a subject matter expert in specialized applications as needed or assigned on specific technology
Collaborates with the Service Desk Team (Level I and Level II) to determine trends in support tickets and determines if there is a need for training as a result
Shadows users to gain 'real world' knowledge of how the users work in order to better train and support them
Conducts instructor-led, webinar, one-on-one or just-in time training sessions
Qualifications:
You could be a great fit if you have:
3+ years of experience providing software and hardware support
Microsoft Office and Adobe Acrobat experience required
High school diploma or equivalent required; college degree preferred
Law firm experience preferred
Problem-solving and analysis skills, ability to adapt quickly under pressure
Ability to learn new applications and technologies
Ability to listen, understand and articulate technical and non-technical information to customers, peers and/or management