User Support Analyst I (Weeknights and Weekends)
$79,040–$82,160 year
On-siteSan Francisco, California, United States
Job Summary
Provide first and second-level technical support and guidance to users of the Firm's computers, communications, and collaboration systems. Open, close, and maintain all help desk tickets in the tracking system while preparing and providing necessary equipment. Assist with software patching, inventory management, and conference room A/V support. Offer mobile device support and provide Smart-hands assistance to the engineering team. Follow up to ensure prompt resolution of operating problems and maintain knowledge of current and future technologies. Work rotating after-hours and escalation shifts on short notice as part of the firm-wide help desk call rotation.
Required Qualifications
- 2-4 years of experience with large (>300 users) environments
- 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
- Residency within Washington D.C., Maryland or Virginia (for D.C. office positions)
- Residency within the state of California (for Los Angeles and San Francisco office positions)
- 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)
- Lifting up to 50 lbs
Desired Qualifications
- Experience with ServiceNow Help Desk Ticketing/Tracking Software (or similar)
- Experience with MS Office Suite (especially MS Word)
- Experience with Mobile Device Management software
- Experience with DocXTools Suite
- Experience with Legal specific macro packages
- Experience with Cloud communications and collaboration (Ring Central or similar)
- Experience with SharePoint
- Experience with Microsoft 365
- Experience with Citrix/VPN
- Experience with iManage (or similar)
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