Eus Analyst 1 - Desktop Support

About LegalZoom

We're here to make legal help accessible to all. LegalZoom transformed the legal industry with the launch of 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 that's 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.

Remote-first

Since March 2020, our Zoomers have worked remotely and reported an overall better work-life balance with more time for family and personal wellness.

At the end of 2021, LegalZoom made the official commitment to being a remote-first company. Remote-first means that there is no expectation that Zoomers come into an office for a fixed number of days outside of those employees identified as essential onsite workers. While we remain a remote-first culture, our local offices have evolved as collaboration spaces for Zoomers to meet and engage in person.

This position will be 3 days a week in our Mountain View, CA office

Overview

We're looking for an end-user support analyst to assist our employees with internal IT infrastructure, including but not limited to local network connectivity, access management, on-boarding and off-boarding, technical support, and hardware support. Someone who can research and resolve incident tickets for our Windows and Mac infrastructure, VPN, SaaS and legacy applications, and cloud-based tools. Must have good communication skills and compassion for every LegalZoom employee needing our assistance.

 You will

• • • Routinely fulfill requests submitted via the Helpdesk ticketing system, Slack, and calls to the support line

    • Assist staff with the installation, configuration, and ongoing usability of desktops & laptop computers, printers/scanners, peripheral equipment, mobile devices, iPads, and software within established standards and guidelines

    • Configure, install, and troubleshoot Apple and Windows OS and supported applications

    • Administer user access within Active Directory and Single Sign-On

    • Troubleshoot VPN Access, including multi-factor authentication

    • Provide on-call and on-shift coverage for major incident management through PagerDuty, coordinate with cross-functional teams on Zoom conference bridge, and provide regular status updates until resolution

    • Work closely with Boarding, Asset Management, End User infrastructure, Site Operations, and Cloud engineering teams

    • Be on-site at least 3 days a week

    • Support audio and video equipment and services in conference rooms

    • Create self-help articles regarding process and troubleshooting

    • Track internal assets to ensure accurate inventory records

    • Configure and relocate computer equipment as required

    • Work with external vendors to resolve technical problems with desktop computing equipment and software

    • Perform project-based work and work with multiple teams through completion

    • Have a positive attitude, and always put their best foot forward

You have

• • • 2+ years of experience supporting Windows, MacOS workstations, and mobile devices

    • 2+ years of experience supporting printers, scanners, peripherals, and network equipment

    • 2+ years of experience in a corporate helpdesk environment

    • Experience with remote and on-site support with software and hardware

    • Experience supporting Windows On-premise Active Directory

    • Experience with Azure Active Directory, Google Workspace, Microsoft 365, Slack, ServiceNow, Atlassian Tools, Jamf, and Zoom preferred

    • Knowledge of Office Scan, Encryption, and Mobile Device Security

    • Experience working with external vendors to report and resolve issues

    • Requires being onsite three days a week in our Mountain View, CA, office

LegalZoom is a remote-first company and the national range for this role is ($24/hr to 32/hr). Actual compensation offered will depend on several factors including but not limited to: geographic location, work experience, education, skill level, and/or other business and organizational needs. In addition, an annual bonus, incentive bonus and/or restricted stock units may be provided as part of the compensation package. You will also receive a full range of medical, financial, and other benefits as seen below.

• Medical, Dental, Vision Insurance
• 401k, With Matching Contributions
• Paid Time Off
• Health Savings Account (HSA)
• Flexible Spending Account (FSA)
• Short-Term/Long-Term Disability Insurance
• Plus other wellness benefits to include:

  Fertility

  Mental Health

  One Medical

  Fringe lifestyle benefits up to $250

Join us in making a difference as we build our future and help ensure access to professional legal advice to all! LegalZoom is an equal opportunity employer, dedicated to diversity, equality, and inclusion, and provides equal employment opportunities to all employees and applicants for employment.  LegalZoom prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.