Morgan Lewis

Senior Technology Support Analyst

Morgan Lewis • $75K — $95K *
Philadelphia, PA 19120In-Person
Technical Services
5 - 7 years of experience
Today
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Job Overview by Ladders

Qualifications

  • Associate's degree in a related field.
  • Minimum of 7 years' experience in hardware and software support.
  • Strong problem-solving skills and effective communication ability.
  • Advanced arithmetic skills for data interpretation.
  • Ability to adapt to changing environments and manage competing priorities.
  • Advanced knowledge of office productivity software and Microsoft operating systems.

Responsibilities

  • Respond to end-users and clients regarding technology-related issues.
  • Support the business needs of attorneys and practice groups, recommending appropriate applications.
  • Demonstrate proficiency with the firm's applications and provide Level 2 support.
  • Perform software installations, upgrades, and handle complex technical situations.
  • Participate in software pre-pilots, pilots, and rollouts including testing and documentation.
  • Write technical articles for the internal knowledge base on issues and resolutions.
  • Provide mobility support and advanced troubleshooting for mobile devices.

Benefits

  • Opportunity for career growth in a dynamic IT environment.
  • Work in a collaborative team setting with technology experts.
  • Engage in continuous learning and skill development opportunities.
  • Flexible hours within the established schedule for work-life balance.
Full Job Description
Reporting to the IT Manager, the Senior Technology Support Analyst will use advanced troubleshooting techniques 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 Senior 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 Philadelphia office and will work a daily schedule of 9:00 am - 5:30 pm ET.

Responsibilities Include:
  • Respond to end-users and clients regarding technology-related issues and questions.
  • Support the business needs of the attorneys, practice groups, and local-office administrative departments and recommend 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 rollouts.
  • 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 work 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 rollouts
  • Serve as a knowledgeable resource to team members within the office and the region.
  • Provide Mobility support and advanced troubleshooting for approved mobile devices.
  • Maintain voice and LAN connections in closets and jacks.
  • Perform routine maintenance of servers and applications.
  • Resolve network hardware and software problems and coordinate 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 in a related field and minimum of 7 years of experience in hardware and software support at a professional-services organization, or equivalent combination of education and experience.
  • Strong problem-solving skills, effective written and verbal communication skills, 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 Senior 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.

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About Morgan Lewis

Morgan, Lewis & Bockius LLP is a global law firm. It provides legal services in areas such as antitrust, corporate, finance, intellectual property, labor and employment, litigation, mergers and acquisitions, private equity, public finance, real estate, restructuring and bankruptcy, tax, and trusts and estates. The firm serves clients in a variety of industries, including energy, financial services, healthcare, life sciences, retail, and technology. Morgan, Lewis & Bockius has offices in North America, Europe, Asia, and the Middle East.
Learn more about Morgan Lewis
Size
2,000 employees
Industry
Legal & Accounting
Founded
1873
* Ladders Estimates

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