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Lead, End User Services

Company: LegalZoom
Location: Glendale
Posted on: June 8, 2021

Job Description:

About LegalZoom

We believe that everyone should have access to professional legal advice. So, we've built a trusted and accessible technology-based platform to reduce barriers and help empower millions of people to grow their business, care for their families, protect their ideas and more. From Estate Planning, to Business Formations to IP, we've helped millions of customers, providing the protection and peace of mind they need. To date, we've grown to become the leading provider of online legal solutions for families and small businesses, and we're committed to making our services even more valuable and easier to use than ever before. Join us!


This role will report into Sr. Manager, End User Services


At LegalZoom, we simply do not believe that it should cost thousands of dollars to create a will, form a business, or apply for a trademark. So, we started a movement to make legal help available to all.

We're looking for a Lead, End User Services analyst who has extensive experience as a desktop support technician on both Mac's and PC's. To be successful in this role, you'll need to have a strong passion for working directly with customers to help resolve their issues with a proactive and compassionate attitude. This includes strong documentation skills that will help to develop reference articles that provide our customers with self-service capabilities.

Experience with zero touch hardware deployments using tools like Jamf and MS Autopilot, exposure to Azure AD, and experience with major Help Desk management systems like ZenDesk or Jira, would be considered a major plus in this role. We're looking for someone that is a self-starter, experienced with best in class Enterprise Help Desk technologies and processes, and comes prepared to help align LegalZoom's Enterprise Help Desk team with our long-term strategies.

What you'll do:

  • In conjunction with the Sr. Manager, End User Services you will help to establish and evangelize our Enterprise Help Desk framework, standards, and best practices
  • Coordinate second and third level end user support tickets (e.g. hardware, software, video conferencing and executive support) across the organization. Ensure the ticket queue is managed to SLA's with appropriate levels of quality
  • Coordinate tickets and work orders within the team so closure can be completed to appropriate quality levels within defined SLA's/OLA's.
  • Keep coworkers informed of the status of their tickets and ensure follow-up is performed.
  • Meet all productivity and quality goals as measured by the department.
  • Create and maintain reports to reflect progress toward goals. Highlight problem areas and recommend remediation plans.

  • Work across different areas of the business to understand challenges, solicit feedback, and help to understand and embrace best in class Enterprise Help Desk tools, processes and procedures
  • Strong focus on automation and the tools that will help to provide self-service capabilities to employee's day to day challenges
  • Proactively collaborate with peers, team members, and business stakeholders across locations
  • Assist staff with the installation, configuration, and ongoing usability of desktop computers, peripheral equipment and software within established standards and guidelines
  • Configure, install, troubleshoot desktops and laptops OS 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 all management levels and users
  • Work with Help Desk and Network Operations staff as appropriate to determine and resolve end user problems
  • Administer and Troubleshoot VPN Access including multi-factor authentication
  • Maintain and troubleshoot network printers, scanners, and fax devices
  • Oversee account management lifecycle for Active Directory and Single Sign On
  • Provision and maintain phones in both internal VoIP system and external mobile/cell services
  • Support audio and video equipment and services in conference rooms
  • 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
  • Create and submit knowledge base documentation. Act as a support mentor within the team. Ensure new associates are on-boarded appropriately.
  • Engage third party support as needed and escalate critical issues appropriately.
  • Drive third party vendor conversations to ensure accountability

Skills and Experience

  • 5+ years of experience in a corporate environment
  • Expert level knowledge of end-user technology including: hardware, software, Windows, Apple, mobile devices, VDI, Cloud based desktops, video conferencing, collaboration technologies, etc.
  • Excellent communication (both written and verbal), interpersonal skills and experience in presenting to business and technical teams including executive management, in an effective and persuasive manner
  • Proven track record of meeting commitments while working on multiple projects at once
  • Excellent analytical and problem solving skills with attention to detail
  • Microsoft Windows Server 2012-2019 Active Directory
  • Exchange Online - Office 365 and GSuite
  • Microsoft Office 2013/2016/2019/Office 365 (MCP Preferred)
  • Apple and Jamf - certifications preferred.
  • Scripting and automation experience (e.g. Powershell, VB, etc.)
  • Strong attention to detail, interpersonal skills, and ability to manage multiple issues at once
  • Ability to coordinate, orchestrate, and execute activities in the team
  • Ability to write and present information and documentation to various audiences (e.g. leadership, service desk personnel, fellow support staff).
  • Collaborate with Helpdesk, technical peers and software application teams and promote a strong sense of teamwork
  • Experience supporting Single Sign On and Multi-Factor Authentication (Ping One/MS Azure)
  • Experience supporting Cloud Storage (SharePoint, OneDrive, Box, GSuite)
  • Knowledge of Zoom video conferencing software and hardware
  • Knowledge of Trend Device Encryption
  • Experience with Enterprise Help Desk software such as ZenDesk or ServiceNow
  • ITIL Foundation Certification a plus

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.

Keywords: LegalZoom, Glendale , Lead, End User Services, Other , Glendale, Arizona

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