User Support Analyst I (Weeknights & Weekends)

Job Summary

Are you energized by solving technology challenges and delivering exceptional customer service? Join our team as a User Support Analyst I (Weeknights and Weekends) and be the go-to technology expert when employees need support most. As a User Support Analyst I (Weeknights and Weekends) you'll keep the firm running smoothly after hours by delivering exceptional IT support and solving technology challenges in real time.

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.
  • Aid in software patching efforts.
  • Work with conference room A/V equipment utilizing conferencing software.
  • Provide Smart-hands assistance to engineering team.

Qualifications & Skill Requirements

• 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).
• 2-4 years of experience with large (>300 users) environments.
• Ability to learn and retain knowledge of new technology and software quickly.
• General understanding of telecommunications infrastructure and operations.

About the Role

The User Support Analyst I (Weeknights and Weekends) 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.

Benefits

We are an equal opportunity employer and do not discriminate in employment on the basis of race, including but not limited to hair texture and protective hairstyles (for example, braids, locks, and twists), color, ethnicity, religion, gender, gender identity or expression, pregnancy, childbirth, breastfeeding and medical conditions related to pregnancy, childbirth and breastfeeding, marital or domestic partner status, parental or family care status, national origin, ancestry, age, sexual orientation, disability or medical condition, genetic characteristic, political affiliation, military or veteran status, or any other characteristic protected by federal, state or local law. It is the policy of Munger, Tolles & Olson LLP to prohibit discrimination, unlawful harassment (including sexual harassment), and retaliation. This commitment prohibits such conduct by any individual involved in MTO’s operations and by anyone doing business with or on behalf of Munger, Tolles & Olson LLP.