User Support Analyst I (Weeknights and Weekends)

Job Description

User Support Analyst I (Weeknights and Weekends)

Position Type:

Full Time

Non-exempt

On-site (in-office)

Wednesday to Friday 3 PM - 12 AM (PST) (MIDNIGHT); Saturday to Sunday 12 PM - 9 PM (PST)

Location: SF

Residency Requirements:

Washington D.C.: For all positions based in the Washington, D.C. office, residency within Washington D.C., Maryland or Virginia and within a reasonable commutable distance to the assigned office is required depending on the firm's discretion and the nature of the role.

Los Angeles and San Francisco Offices: For all positions based in the Los Angeles and San Francisco offices, residency within the state of California and within a reasonable commutable distance to the assigned office is required depending on the firm's discretion and the nature of the role.

Salary Range: $38.00/hour - $39.50/hour (79,040.00 - $82,160.00 annually) *

*The salary range is the one that Munger, Tolles & Olson LLP reasonably expects to pay for this position. The salary range does not guarantee, obligate, nor set expectations of an applicant's wage in the event of hire. The posted range is only one component of Munger, Tolles & Olson LLP's Total Rewards package.

The User Support Analyst I (Weeknights and Weekends) provides internal concierge level end-user support at an office location or remotely via telephone. The User Support Analyst I (Weeknights and Weekends) is part of the help desk call rotation for the entire firm. Additionally, the User Support Analyst I (Weeknights and Weekends) may be asked to assist remote engineers with tasks in the office.

Job Functions & Responsibilities

HELP DESK SUPPORT

• Provide first and second level technical support and guidance to users of the Firm's computers, communications and collaboration systems, and other technical systems.
• Prepare and provide equipment to Firm staff as necessary.
• Open, close and keep current all help desk tickets in the tracking system.
• Provide mobile device support.
• Follow up to ensure the prompt resolution of operating problems.
• Maintain and continuously expand strong working knowledge of current firm-supported and future technologies and software to provide technically accurate solutions to end-users.

AFTER HOURS SUPPORT

• Provide after-hours or escalation support as part of a regular, rotating schedule, and occasionally, on short notice.

OTHER

• Assist with the Firm's inventory of equipment and software.
• Assist with software patching efforts.
• Work with conference room A/V equipment utilizing conferencing software.
• Provide Smart-hands assistance to engineering team.

Tools

• Computer
• Printer, Fax, Scanner, Photocopier, Shredder
• Software systems, particularly:

- ServiceNow Help Desk Ticketing/Tracking Software (or similar)

- MS Office Suite (especially MS Word)

- Mobile Device Management software

- DocXTools Suite

- Legal specific macro packages

- Cloud communications and collaboration (Ring Central or similar)

- SharePoint

- Microsoft 365

- Citrix/VPN

- iManage (or similar)

• Other hardware/software as required

Minimum Job Qualifications

• 2-4 years of experience with large (>300 users) environments.
• Ability to work extended hours, nights, weekends, non-traditional business hours during the week and rotating on-call duties. Regular schedule is Monday to Friday 3PM (PST) to 12 AM (PST) (Midnight) and Saturday to Sunday 12 PM (PST) to 9 PM (PST).
• High school diploma or GED.
• Strong written and verbal communication skills.
• Ability to travel up to 25% of the time, at times to remote locations with little notice.
• Ability to work under the pressures of a dynamic and fast-paced environment.
• Ability to develop effective working relationships with all levels of personnel in a time-sensitive, high pressure environment.
• Strong telephone support skills.
• Ability to learn and retain knowledge of new technology and software quickly.
• General understanding of telecommunications infrastructure and operations.

Physical Demands

Writing, typing, reading, speaking, hearing, seeing, sitting, bending, reaching, lifting up to 50 lbs.

Working Conditions

Quiet office environment in a high-rise building, seated the majority of the time.

Direct Reports

None

Competencies

• Communicates effectively: Developing and delivering multi-mode communications that convey a clear understanding of the unique needs of different audiences.
• Being resilient: Rebounding from setbacks and adversity when facing difficult situations.
• Collaborates: Building partnerships and working collaboratively with others to meet shared objectives.
• Instills trust: Gaining the confidence and trust of others through honesty, integrity, and authenticity.
• Customer focus: Building strong customer relationships and delivering customer-centric solutions.
• Drives results: Consistently achieving results, even under tough circumstances.
• Situational adaptability: Adapting approach and demeanor in real time to match the shifting demands of different situations.
• Interpersonal Savvy: Relating openly and comfortably with diverse groups of people.
• Self-Development: Actively seeking new ways to grow and be challenged using both formal and informal development channels.
• Tech Savvy: Anticipating and adopting innovations in business-building digital and technology applications.