About the RoleThe Global Technology Support Analyst I is an integral part of Latham's Technology & Information Services team and will be responsible for working in the Global Technology Support Center (GTSC), which operates 24 hours a day, 7 days a week, providing technical support to lawyers, paralegals, and staff via voice, email, and chat media channels, while handling escalations from Technology teams located in each of our global offices. This role will be located in our Global Services office in Downtown Los Angeles. Please note that this role may be eligible for a flexible working schedule that allows for a hybrid and in-office presence. The working hours for this position will be Wednesday - Saturday, 6:30 am - 4:30 pm.
Responsibilities & QualificationsOther key responsibilities include:
- Providing first and second line support to Latham employees using various firm applications and systems, including Windows 10, Office 365, iManage, Litera Change Pro, Intapp Time (DTE), and Adobe Acrobat
- Logging and tracking all support requests in our Service Management Toolset (ServiceNow)
- Providing Incident Response Management for major incidents experienced across the firm
- Providing remote access support, including wireless connectivity, VPN, and VDI Services
- Supporting mobile collaboration using BlackBerry Work apps
- Protecting and maintaining any highly sensitive, confidential, privileged, financial, and/or proprietary information that Latham & Watkins retains
We'd love to hear from you if you:
- Demonstrate proficiency in MS Word, including the ability to use styles, automatic paragraph numbering, section breaks, table of contents, footnotes, headers and footers, tables, columns, mail merge, and cross-referencing
- Display proficiency in MS Excel, including the ability to create and edit spreadsheets, create and edit formulas, and data manipulation (sorting, filtering, subtotals, cell concatenation, formatting spreadsheets, and formatting for printer)
- Exhibit proficiency in MS PowerPoint, including the ability to create master slides, format slides, apply animation and special effects, various ways to print slides, and how to insert objects, pictures, and files
And have:
- A high school diploma or an equivalent, preferably a Bachelor's degree or an equivalent in Computer Science or Information Systems
- Microsoft certifications (Microsoft Office Master), preferably
- ITIL v4 FoundationA certification, preferably
- A minimum of two (2) years of experience working within a technical support function
- Experience working within the ITIL v3 or v4 Framework in a previous role, preferably
Benefits & Additional InformationSuccessful candidates will not only be provided with an outstanding career opportunity and welcoming environment, but will also be provided with a generous total compensation package with bonuses awarded in recognition of both individual and firm performance. Eligible employees can participate in Latham's comprehensive benefit program which includes:
- Healthcare, life and disability insurance
- A generous 401k plan
- At least 11 paid holidays per year, and a PTO program that accrues 23 days during the first year of employment and grows with tenure
- Well-being programs (e.g. mental health services, mindfulness and resiliency, medical resources, well-being events, and more)
- Professional development programs
- Employee discounts
- Affinity groups, networks, and coalitions for lawyers and staff
Pay RangeUSD $80,000.00 - USD $100,000.00 /Yr.
