Technology Support Analyst

Technology Support Analyst

Morgan, Lewis & Bockius LLP, one of the world's leading global law firms, is seeking a Technology Support Analyst to support desktop/laptop computer systems of a moderate to complex nature to ensure end-user productivity and efficiency.

Reporting to the IT Manager, the Technology Support Analyst will use advanced troubleshooting techniques in order to provide accurate, timely and creative resolutions to end-user and local-office technology-related issues and will provide recommendations for the use of technology in supporting practice-group needs. In addition, the Technology Support Analyst serves as a liaison between software and hardware engineers within IT (including the Help Desk) and the end user community.

This position will reside in the San Francisco office and will work a daily, in office, schedule of 8:00 am 4:30 pm PT.

Responsibilities Include:

• Respond to end-users and clients on technology-related issues and questions.
• Support the business needs of the attorneys, practice groups, and local-office administrative departments and recommends appropriate applications.
• Demonstrate proficiency with the firm's applications.
• Provide Level 2 support for practice-group-specific hardware and software.
• Perform software installations and upgrades.
• Respond to and documents situations where standard procedures failed with software or hardware installations or upgrades.
• Participate (with testing and documentation) in software pre-pilots, pilots and roll-outs.
• Write technical articles for the internal knowledge base on identified issues, resolutions and workarounds and on locally managed applications.
• Provide status reports to and communicate with the manager.
• Perform detailed problem analysis and document issues and resolutions related to software or network issues and works with Level 3 software and hardware engineers when an issue needs to be escalated.
• Communicate with, evaluate usage patterns of, and recommend "best practices" to attorneys and staff to ensure optimal use of the firm's technology based on knowledge of Firm technology.
• Support Practice Support technologies, including applications, temporary war rooms, and trial sites in remote locations.
• Perform desk-side coaching, as needed, in conjunction with the Technology Education team, especially during large-scale roll-outs
• Serve as a knowledgeable resource to team members within the office and the region.
• Provide Mobility support and advanced troubleshooting for approved devices.
• Maintain voice and LAN connections in closets and jacks.
• Perform routine maintenance of servers and applications.
• Resolve network hardware and software problems and coordinates with network engineers to correct issues/problems.
• Deploy and support office telephone equipment.
• Troubleshoot telephone issues and coordinate with Firm Telecom to correct problems.

Experience and qualifications:

• Associate's degree (A.A) in a related field and minimum 3 years of experience in hardware and software support at a professional-services organization, or equivalent combination of education and experience.
• Strong problem-solving skills, written and verbal communication and the ability to adapt to change and balance competing demands are required.
• Advanced arithmetic skills (compute rate, ratio, percent; able to draw and interpret graphs and charts).
• Ability to solve practical problems dealing with a variety of variables where little standardization may exist.
• Ability to read and interpret general business documents, instructions and manuals; write routine business correspondence; and speak effectively with employees, clients and vendors.
• To perform this job successfully, the Technology Support Analyst must have an advanced knowledge of office productivity software and the Microsoft operating system. Microsoft Office Certification and/or A+ Certification are preferred.