IT Support Analyst II
Description
About LegalZoom
We're here to make legal help accessible to all. LegalZoom transformed the legal industry by launching our online services and groundbreaking technology in 2001. Since then, millions of customers have counted on us to officially start and run businesses, protect brands and intellectual property, and look after loved ones through wills and trusts.
As the industry leader for over 20 years, innovation remains at the center of all we do. We're creative thinkers and problem solvers with a passion for building legal and tax products that make a positive impact on the world, and we're always looking for exceptional people to push us further.
With us, you'll do work as rewarding as it is challenging with a team where every voice matters, and diversity, equality, and inclusion are truly embraced. Together, we'll continue to democratize the law and make a real difference in the lives of millions.
Overview
We are expanding our team internationally and looking for someone to lead the way as our End User Services team grows. We're looking for an End User Services Lead to assist our employees with internal IT infrastructure, including but not limited to local network connectivity, access management, and Windows/MAC desktop and laptop technical support. Someone who can research and resolve incident tickets for our Windows infrastructure, VPN, and cloud-based tools. Must have good communication skills and compassion for every LegalZoom employee needing our assistance.
You will
- Assist staff with the installation, configuration, and ongoing usability of desktops, laptops, computers, printers, peripheral equipment, and software within established standards and guidelines.
- Work on recording, tracking, and documenting the service desk request, including actions taken through to the final resolution
- Configure, install and troubleshoot Windows/MAC and supported applications
- Configure and troubleshoot mobile devices such as smartphone-Android iPhone, including mobile security software
- Provide consistent, excellent customer service support to management levels and all end-users
- Work with infrastructure and site ops teams as appropriate to determine and resolve end-user problems
- Work IT helpdesk tickets to closure promptly and assist employees in resolving issues
- Administer and Troubleshoot VPN Access, including Azure multi-factor authentication
- Maintain and troubleshoot network printers and peripheral devices
- Administer user access to Active Directory and Single Sign-On
- Track internal assets to ensure accurate inventory records
- Configure and relocate computer equipment as required
- Work with vendor support contacts to resolve technical problems with desktop computing equipment and software
- Work with cross-functional teams for On/Offboarding and Asset Management.
- Procure hardware for new hires and end-of-life equipment
You have
- 5+ years of overall IT application and tool experience
- 3+ years of Lead experience
- Experience in a corporate helpdesk environment
- Experience with Azure Active Directory, Google Workspace, Microsoft 365, Slack, ServiceNow, Atlassian Tools, Jamf, and Zoom preferred
- Experience with Windows On-premise Active Directory
- Experience supporting PC, MAC, and Mobile devices
- Knowledge of Anit-virus solutions, Encryption, and Mobile Device Security
- Experience working with external vendors to report and resolve issues