End User Services Analyst

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.

Where We work

 

This hybrid role requires working from our Bangalore office at least 2 days a week, with flexibility to be present on additional days based on business needs.

 

Overview

 

We’re looking for a ServiceDesk analyst to assist with internal IT infrastructure, including but not
limited to access management, local and network connectivity, and workstation support. Someone
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

● Record, track, and document the service desk request problem-solving process, including
actions taken through to the final resolution
● Assists staff with the installation, configuration, and ongoing usability of desktops &, laptop
computers, printers, peripheral equipment, and software within established standards and
guidelines
● Configure, install, and troubleshoot Windows OS and supported applications

●Configure, install, and troubleshoot macOS and supported applications
● Configure and troubleshoot mobile devices such as smartphone-Android; iPad/iPhone, including
mobile security software
● Ability to provide consistent, excellent customer service support to management levels and all
end-users
● Work with infrastructure, boarding, and site ops teams as appropriate to determine and resolve
end-user problems 
● Work on incoming helpdesk tickets regularly
● Administer and Troubleshoot VPN Access, including multi-factor authentication
● Maintain and troubleshoot network printers, industrial mail scanners, and barcode devices
● Administer user access to Active Directory and Single Sign-On
● Facilitate IT help tickets to closure promptly and assist other technicians in resolving larger
issues
● 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 on recording, tracking, and documenting the service desk request problem-solving
process, including actions taken through to the final resolution

 

You have

● 5+ years of overall IT application and tool experience
● Experience in a corporate helpdesk environment
● Experience with Azure, Google Workspace, Microsoft 365, Slack, ServiceNow, Atlassian Tools,
and Zoom preferred
● Experience with Windows On-premise Active Directory
● Experience supporting PC, MAC, and Mobile devices
● Experience working with cross-functional teams for On/Offboarding and Asset Management
● Knowledge of Anit-virus solutions, Encryption, and Mobile Device Security
● Experience working with external vendors to report and resolve issues