Morrison & Foerster LLP, an Am Law 50 law firm with 16 offices worldwide, has an opening for an End User Support Analyst within our Information Technology Department in ourPalo Altooffice.
RESPONSIBILITIES: Guided by department objectives and priorities, troubleshoots application and hardware issues and provides solutions from inception to successful resolution. Provides support for attorneys and staff for all technology related needs. Delivers technology-related training on an ad hoc basis or in a classroom setting. Collaborates closely with others in firmwide and office-based Information Technology groups, attorneys, staff, and vendors. Ensures client service and satisfaction are attained in all areas of position
End User Support
Provides advanced troubleshooting and issue resolution for desktop applications. Ensures problem solving and solutions reflect understanding of software and hardware integration and functioning. Uses firm and vendor provided online knowledge bases as well as other resources to research and resolve issues. Shares knowledge gained with others in Information Technology throughout the firm.
Provides support for specific hardware such as desktop and notebook computers, system peripherals, mobile devices, wireless connectivity, video conferencing, audio conferencing and printers. Understands setup, configuration, and use of dual monitor displays and other specialized hardware configurations.
Understands configuration of firm operating systems and utilities. Preserves user data and images systems. Follows established policies and procedures in supporting applications and hardware.
Logs technical support incidents and requests into the ticket management system from live calls, email, and voice mail systems. Monitors support center incidents assigned to the team to ensure department service levels are met for responding to and resolving incidents. Provide updates to incidents indicating acted upon resolution and communication to user.
Communicates proactively with end users to ensure issues are clarified, effectively addressed, and resolved with appropriate urgency. Ensures end user satisfaction; maintains accountability throughout resolution, including when issue is delegated or handed off.
Collaborates closely with application owners, other analysts, and vendors to incorporate appropriate expertise and protocols into issue resolution.
Provides software/hardware support and troubleshooting for programs, meetings, trials, etc., working off-site as required.
Follows firm change management policies and procedures when introducing changes to the environment.
Regularly applies learning and expertise to develop solutions and processes to anticipate future applications issues.
Provides professional interpretation for other Analysts through coaching and knowledge sharing.
Participates in team on-call rotation and may be need to reachable via firm-provided mobile device outside of standard working hours as needed.
Delivers training on firm standard hardware and software as well as specialized software and hardware used in the office. May conduct new hire technology orientation for new employees and attorneys. Provides desk-side training as needed.
Prepares training and/or reference materials such as quick reference guides, training manuals, mini-tips, email tips, online tutorials and other e-Learning tools.
Skilled in the use of Skype and other online collaboration tools to facilitate training.
Meets with attorney and staff groups to identify training needs and customizes training programs as needed.
Participates in the development of new training programs.
Manages department level and office wide projects. Creates and manages project schedules, tracks issues, and makes decisions affecting the outcome of the project.
Contributes to firmwide technology projects and takes ownership of assigned tasks. Addresses issues representing needs and concerns of all offices.
Coordinates the activities of the team for one or more functions of the department. Monitors team progress, provides coaching, and addresses issues identified by the team.
Knowledge and Professional Development
Remains current in industry trends in Information Technology and the legal profession.
Ensures current knowledge of firm software applications and hardware; and that personal knowledge remains current and comprehensive in area(s) of expertise.
Ensures knowledge of attorneys, staff, Firm practice areas and clients, etc. is current, and that personal interaction reflects awareness of the Firm’s personnel and business practices.
Participates in team and departmental meetings. Participates in team review process.
Client Service, Confidentiality, and Safety
Consistently promotes and models the Firm's Client Service Principles in leadership, teamwork, work product, and personal interaction.
Ensures compliance with the Firm's Information Handling Policy, including safeguarding confidential and personal information, and reporting any suspected breach appropriately and immediately.
Adheres to the Firm's General Safety Practices and any unique safety practices for department and building.
The ideal candidate will have the following qualifications:
Education and Experience
College level course work in Information Systems Technology preferred.
Five years PC experience with hardware and software knowledge. Thorough understanding of LAN/WAN and server concepts.
Strong knowledge of Windows OS required. In depth knowledge of Microsoft Office programs, including Word, Outlook, Excel and PowerPoint.
Recent and relevant certification strongly desired.
Knowledgeable in project management standards and guidelines.
Law firm or professional services experience preferable.
Teamwork and Applied Skills
Skill to assess issues and needs and to provide responsive, effective solutions. A highly proactive, solution-oriented approach to work and interactions.
High client service ethic and a proven record in delivering exemplary client satisfaction to external and internal clients. Demonstrated ability to focus on the client value in all work.
Highly effective communications skills and ability to communicate credibly and diplomatically with all levels in an organization.
Strong sense of accountability, taking ownership over projects and responsibilities and resolving issues proactively.
Ability to assess information, anticipate issues and outcomes, and make effective decisions.
Strong team player skills and ability to work collaboratively with diverse individuals at all levels of an organization.
Strong project management skills. Ability to achieve consensus and project results with sometimes incomplete, ambiguous, or sensitive information.
High comfort level with sometimes stressful client requirements.
Ability to follow instructions with high degree of accuracy.
Strong technical aptitude and understanding, including ability to quickly learn new applications.
Ability to apply effective independent judgment.
Strong organizational skills; ability to prioritize work, and work within competing deadlines.
Reliability, dependability, and strong motivation to respond to requests quickly.
Flexibility regarding work schedule to meet position needs outside of regular business hours.
Ability to lift up to 25 pounds.
Who We Are
At Morrison & Foerster, our culture is defined by our deeds. We’re passionate about what we do. We’re equally passionate about how we do it. We resist hierarchies and operate within a model of respect — for our colleagues, their ideas, and the differences that make us stronger. We encourage you to learn more about who we are, andwhat we do.
Should you find you’re ready to do the best work of your life, we encourage you to let us know!
At Morrison & Foerster, our culture is defined by our deeds. We’re passionate about what we do. We’re equally passionate about how we do it. We resist hierarchies and operate within a model of respect — for our colleagues, their ideas, and the differences that make us stronger. We encourage you to learn more about who we are, and what we do .