About Eleven Recruiting

We are a specialized technology staffing agency supporting professional and financial services companies. Why do we stand out in technology staffing? We listen and act as advisors for our candidates on how they can best add value, find interesting projects, and pave a path for career advancement. We advocate for best pay, diversity in tech, and best job-fit for every candidate we place.

And our client is seeking a Help Desk Analyst to join their Service Desk team in San Francisco, CA on weeknights and weekends!

The User Support Analyst I – Weeknights and Weekends provides internal concierge level end-user support at an office location or remotely via telephone. The User Support Analyst I is part of the help desk call rotation for the entire Firm. Additionally, the User Support Analyst I may be asked to assist remote engineers with tasks in the office.

Job Functions & Responsibilities

• Provide first and second level technical support and guidance to users of the Firm’s computers, communications and collaboration systems, and other technical systems.
  

• Prepare and provide equipment to Firm staff as necessary.
  

• Open, close and keep current all help desk tickets in the tracking system.
  

• Provide mobile device support.
  

• Follow up to ensure the prompt resolution of operating problems.
  

• Maintain and continuously expand strong working knowledge of current firm-supported and future technologies and software to provide technically accurate solutions to end-users.

• Provide after-hours or escalation support as part of a regular, rotating schedule, and occasionally, on short notice.

• Assist with the Firm’s inventory of equipment and software.
  

• Assist with software patching efforts.
  

• Work with conference room A/V equipment utilizing conferencing software.
  

• Provide Smart-hands assistance to engineering team.

  
  

Tools

• Computer
  

• Printer, Fax, Scanner, Photocopier, Shredder
  

• Help Desk ticketing systems
  

• Inventory tracking software
  

• MS Office 365 Suite (especially MS Word 365)
  

• Mobile Device Management software
  

• Legal specific macro packages
  

• Cloud communications and collaboration (MS Teams, RingCentral, Zoom, or similar)
  

• SharePoint Online
  

• Citrix/VPN
  

• iManage (or similar document management systems)
  

• Other hardware and software as required.
  

Minimum Job Qualifications

• High school diploma or GED.
  

• 2-4 years of experience with large (>300 users) environments.
  

• Strong written and verbal communication skills.
  

• Ability to travel up to 10% of the time, at times to remote locations with little notice.
  

• Ability to work under the pressures of a dynamic and fast-paced environment.
  

• Ability to work extended hours, nights, weekends, non-traditional business hours during the week and rotating on-call duties.
  

• Regular schedule is one of the following:
  

• Wednesday through Friday 3:00 pm – 12:00 am PT, Saturday and Sunday 12:00 pm – 9:00 pm PT
  

• Saturday and Sunday 8:00 am – 4:00 pm PT, Monday through Wednesday 3:00 pm – 12:00 am PT
  

• Ability to develop effective working relationships with all levels of personnel in a time-sensitive, high-pressure environment.
  

• Strong telephone support skills.
  

• Ability to learn and retain knowledge of new technology and software quickly.
  

• General understanding of telecommunications infrastructure and operations.
  

\#LI-SW1

\#LI-Onsite

Location: San Francisco, CA
Seniority Level: Associate Level

Employment Type: Full Time

Job Function: Information Technology

Salary: $30/ HR - $40/HR