Job Description

User Support Analyst II

Position Type:

Full Time

Non-exempt

Hybrid Flexible (work in the office for 1 - 3 days, as needed, on a flexible schedule.) The candidate will work one full week onsite and one full week offsite on a rotating basis.

Schedule: Monday - Friday, range between 8:00 PM (PST) to 6:00 PM (PST)

Location: Los Angeles

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: $44.38/hour - $47.12/hour ($92,310.40 - $98,009.60 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 II provides internal concierge-level end-user support and is part of the Help Desk call rotation for the entire Firm. The User Support Analyst II assists other Analysts and Engineers with technical troubleshooting. This role may occasionally work with trial teams at remote locations and assist Engineers with tasks in the office. The User Support Analyst II mentors junior members of the team.

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 end-users as necessary.
• Open, close and keep current all Help Desk tickets in the tracking system.
• Provide mobile device support.
• Follow up to ensure prompt resolution of operating problems.
• Evaluate and report trends in system errors, software/hardware malfunctions and end user feedback on solutions.
• Research and resolve hardware and software problems with other IT staff or outside vendors.
• Maintain and continuously expand strong working knowledge of current firm-supported and future technologies and software to provide technically accurate solutions to end-users.

TRIAL AND AFTER-HOURS SUPPORT

• Provide support on-site at the trial location.
• Work unconventional hours to assist trial teams throughout the trial process.
• Transport equipment to trial sites or temporary offices if necessary.
• Setup equipment at trial sites or temporary office spaces.
• Provide after-hours support as scheduled and, occasionally, at short notice.
• Provide on-call support as part of a regular, rotating schedule.

OTHER

• Assist with training end users on Firm applications.
• 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 the engineering team.

Tools

• Computer
• Telephone
• Printer, Fax, Scanner, Photocopier, Shredder
  • Software systems, particularly:
  • Help Desk Ticketing/Tracking Software in MS Dynamics
  • Microsoft 365
  • SharePoint
  • Mobile Device Management software
  • Legal specific applications
  • Telephony Systems
  • Citrix/VPN
  • iManage Work 10
• Other hardware/software as required

Minimum Job Qualifications

• Bachelor's degree is preferred.
• 4+ years of experience with large (>300 users) environments.
• Expert 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 work extended hours, nights, weekends, non-traditional business hours during the week and rotating on-call duties.
• Ability to develop effective working relationships with all levels of personnel in a time-sensitive, high-pressure environment.
• Expert 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

Most commonly, quiet office environment in a high-rise building, seated the majority of the time. Occasionally, unconventional temporary office space related to on-site trial support.

Direct Reports

None

Competencies

• 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.
• Resourcefulness: Securing and deploying resources effectively and efficiently.
• Action Oriented: Taking on new opportunities and tough challenges with a sense of urgency, high energy and enthusiasm.
• Tech Savvy: Anticipating and adopting innovations in business-building digital and technology applications.

The User Support Analyst II role is an amazing opportunity available on our team of professionals at Munger, Tolles & Olson, LLP! We offer competitive pay, benefits and an opportunity to make an impact in today's world.