Kilpatrick Townsend, a large international law firm, is seeking a Desktop Services Analyst for our Information Technology Department in our San Francisco office. This position will be part of our team of attorneys, paralegals and support staff providing a high level of service to both internal and external clients. At Kilpatrick Townsend, we are one team where each person plays an integral role in serving the needs of our clients. The firm has a strong dedication to its employees, values, diversity and inclusion initiatives and commitment to the community.

This position is responsible for 2nd level technical support for all hardware and software issues, audio, video and web conference support, manage, administer and coordinate issues relating to video, audio and web conference requests. Responsible for customer support in replicating problems and debugging with internal resources. The Desktop Services Analyst documents troubleshooting, research and issues; takes appropriate corrective actions; and escalates the problem as required. Works on various concurrent projects which progress at a pace driven by the firm’s business objectives.

Applications

• Provide 2nd level software and hardware support.
• Researching application software solutions, assessing their feasibility as a resolution or workaround.
• Perform installation and set-up of stand-alone software as needed in collaboration with the applications support team to ensure licensing records are maintained.
• Troubleshoot and develop technical solutions and training related to software and setup errors for Service Desk/DTS analysts. All documentation should include workaround procedures when standard procedures have failed.

A/V

• Assist with audio, web, and video conference set-up and support, including conference room set up and support for presentations, including providing offsite IT support for presentations and seminars when necessary.
• Manage vendor and IT peer relationships to coordinate conferences, troubleshoot, and conduct proactive maintenance events.
• Actively monitor conferencing sessions to quickly and proactively identify traffic patterns and device performance issues to ensure quality conferencing sessions.

Hardware

• Perform installation and repair of computer hardware and peripherals, including, but not limited to desktops, laptops, monitors, digital voice recorders, printers and scanners, wireless cards.
• Support and install mobile computing and communications devices, including but not limited to iPhone, iPad, Android, Windows mobile units, and broadband data cards.
• Assist with moving computer equipment for office moves.
• Perform preventative maintenance tasks to ensure optimal performance of all desktops, laptops, printers and other computer peripherals.
• Maintain up to date inventory records of computer equipment and peripherals.

General Duties

• Travel to other Kilpatrick Townsend offices to provide desktop support assistance when necessary.
• Provide remote assistance to other Kilpatrick Townsend offices when necessary.
• Keep IT management informed and updated on major IT support issues in a timely manner.
• Track user support calls and response in the Firm’s ticket tracking software.
• Provide floor support to customers as needed.
• Utilize all available technical resources and current support policies in order to provide accurate solutions and ensuring customer satisfaction.
• Perform defined functions related to Desktop Services support.
• Active participation in maintaining an internal knowledge base system.
• Escalate problems requiring more in-depth knowledge to 3rd level teams in a timely manner and follow up on resolution.
• Utilize, update and maintain knowledge base.
• Attend training offered within the group and as required by supervisor.
• Cross train other Desktop support staff to create secondary layer of support when required.
• Keep Office Administrator and other key staff and attorneys in local office updated with status on major IT issues when required in a timely manner.
• Provide onsite assistance during maintenance window when required for server and network changes.
• Assist other IT Staff members where appropriate.

Network Admin

• Perform 1st level systems and network support and administrative duties. Maintain, as directed, overall responsibility of local server room, MDF closet or other areas where network infrastructure is located and escalate issues to management in a timely manner.
• Perform 1st & 2nd level VoIP telecom support. This includes, but is not limited to Adds/Moves/Changes and voicemail administration.

Department & Firm Support

• Participate in firm/team projects as required.
• Assist supervisor, designated supervisor or team members as requested in all duties not outlined above.
• Develop policies, procedures and best practices to ensure client experience with Desktop Services meets or exceeds business needs and customer expectations.
• Travel to other KS offices to provide desktop support assistance when necessary.
• Provide offsite IT support assistance to KS attorneys and staff for presentations and seminars when necessary.
• Work with vendor contacts to resolve technical problems with supported hardware and software.
• Plan, write and maintain application and user support documentation when required.
• Asset Management: Responsible for the tracking of all fixed and loaner computer equipment and peripherals in local office.
• Create and maintain documentation pertaining to installation, configuration, and daily support of applications.

This is a full-time, regular position with generous benefits.  Selected applicants will be contacted.  Kilpatrick Townsend is an Equal Opportunity Employer.

For more information about our firm, please visit our website at www.kilpatricktownsend.com.

Kilpatrick Townsend & Stockton LLP is committed to equal employment opportunity for all persons, regardless of race, color, religion, sex or gender, national origin, age, veteran status, disability, sexual orientation, gender identity, or any other basis prohibited by applicable law.