End User Support Analyst

San Francisco, CA 94105

Job Type: Desktop Support Job Number: 6351 Salary Range: $85-107k

Job Description

Guided by department objectives and priorities, troubleshoots application and hardware issues and provides solutions from inception to successful resolution.  Provides support for attorneys and staff for all technology related needs.  Performs offsite meeting and/or trial site set ups and support as needed.  Collaborates closely with others in firmwide and office-based Information Technology groups, attorneys, staff, and vendors.  Ensures client service and satisfaction are attained in all areas of position.


End User Support

1.      Provides in-depth troubleshooting and issue resolution for desktop applications.  Ensures problem solving and solutions reflect understanding of software and hardware integration and functioning.  Uses firm and vendor provided knowledge bases as well as other resources to research and resolve issues.  Shares knowledge gained with others in Information Technology throughout the firm.

2.      Provides support for specific hardware such as desktop and notebook computers (PC and Mac), system peripherals, iPhones, iPads, wireless connectivity, printers, and Multi-Function Printers (MFPs).  Understands set up, configuration, and use of dual monitor displays and other specialized hardware configurations.

3.      Understands configuration of firm operating systems and utilities.  Preserves user data and images systems.  Follows established policies and procedures in supporting applications and hardware.

4.      Logs technical support incidents and requests into the ticket management system from live calls, email, and voice mail systems.  Monitors support center incidents and service requests assigned to the team to ensure department service levels are met for responding to and resolving incidents on premise and in remote environment.  Provide updates to incidents and service requests indicating acted upon resolution and communication to user.

5.      Communicates proactively with end users to ensure issues are clarified, effectively addressed, and resolved with appropriate urgency.  Ensures end user satisfaction; maintains accountability throughout resolution, including when issue is delegated or handed off.

6.      Collaborates closely with application owners, other analysts, and vendors to incorporate appropriate expertise and protocols into issue resolution. 

7.      Assists with user account management; creates, adds, changes, or deletes account information for various systems as necessary.

8.      Provides desk-side training as needed.  May deliver training on Firm standard hardware and software as well as specialized software and hardware used in the office as needed. Skilled in the use of MS Teams, Zoom, WebEx and other online collaboration tools to facilitate training.

9.      Assists Infrastructure team with server maintenance, configuration, and troubleshooting adhering to firm standards and guidelines.

10.  Follows firm change management policies and procedures when introducing changes to the environment.

11.  Participates on Information Technology and other firm projects that increase the value of services to clients, attorneys, timekeepers and the Firm.  May travel to other offices as requested. 

12.  Participates in Team on-call rotation and may need to be reachable via the Firm provided iPhone outside of standard working hours as needed. 

13.  Manage and maintain asset inventory of office technology equipment for any updates, changes and additions including arranging for repairs with vendors 

14.  Setup special function machines for Code Review (work closely with ERM) and ensure firm policy and security are applied.

Ideal Candidate       

Education and Experience

1.      College level course work in Information Systems Technology preferred. 

2.      Four to five years PC experience with hardware and software knowledge.  Understanding of LAN/WAN and server concepts.

3.      Strong knowledge of Windows OS required.  In depth knowledge of Microsoft Office programs, including Word, Outlook, Excel and PowerPoint.

4.      Recent and relevant certification strongly desired.

5.      Law firm or professional services experience preferable.


Where required by law, salary ranges are stated below. Additional compensation may include a discretionary bonus, overtime as applicable, health/welfare benefits, retirement contributions, paid holidays, and PTO. The range displayed is specifically for positions performed in those cities/states and may vary based on factors including but not limited to the following: local market data and ranges; an applicant's skills and prior relevant experience; and certain degrees, licensing, and certifications.

California salary range: $85K-$107K

Meet Your Recruiter

Cara Partovich
VP of Recruiting

A graduate from Penn State where she received her degree in Communications and Business. She has been with TPG since February 2016, and got into recruiting as she has always been intrigued by it. When she is not in the office you can find her hanging in the city or traveling with her husband, baby girl and dog. 

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