• Job Description

  Req#: 9406

  Morrison Foerster LLP, an Am Law 50 law firm with 18 offices worldwide, has an opening for an End User Support Analyst within our Information Technology Department in our San Diego office.

  The Opportunity

  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. Performs offsite meeting and/or trial site set ups and support as needed. 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.

  ESSENTIAL FUNCTIONS

  End User Support

  • Provides in-depth 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 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 (PC and Mac), system peripherals, iPhones, iPads, wireless connectivity, printers, and Multi-Function Printers (MFPs). Understands set up, 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 on premise and in remote environment. 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.
  • Assists with user account management; creates, adds, changes, or deletes account information for various systems as necessary.
  • Provides desk-side training as needed. May deliver training on Firm standard hardware and software as well as specialized software and hardware used in the office as needed. Skilled in the use of MS Teams, Zoom, WebEx and other online collaboration tools to facilitate training.
  • Assists Infrastructure team with server maintenance, configuration, and troubleshooting adhering to firm standards and guidelines.
  • Follows firm change management policies and procedures when introducing changes to the environment.
  • Participates on Information Technology and other firm projects that increase the value of services to clients, attorneys, timekeepers and the Firm. May travel to other offices as requested.
  • Participates in team on-call rotation and may need to be reachable via the Firm provided Blackberry outside of standard working hours as needed.
  • Manages and maintains asset inventory of office technology equipment for any updates, changes and additions including arranging for repairs with vendors
  • Sets up special function machines for Code Review (work closely with ERM) and ensures firm policy and security are applied.

  Trial/Off Site Support

  • Provides software/hardware support and troubleshooting for programs, meetings, trials, etc., working off-site as required.
  • Provides setup and support of trial/off site infrastructure (routers, switches, and servers).

  Conference Room and Hardware Support

  • Responds to requests for conference room technology, ensuring seamless service that anticipates user needs and priorities. Coordinates with Reception and Facilities staff to ensure needs are identified and addressed. Provides ongoing guidance and support for conference room technology needs and questions.
  • Schedules, coordinates and monitors video and audio conferences, including appropriate support and instruction for users.
  • Ensures that technology hardware is set up seamlessly for new hires, office moves, etc.
  • Participates in and, as designated, coordinates upgrades to hardware, including swapping out hardware, tracking upgrade status, communicating with users, following through on questions, etc.

  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.
  • Actively participates in and contributes to the User Support Peer Group and other peer groups of the International Legal Technology Association (ILTA).

  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.

  Ideal Candidate

  QUALIFICATIONS

  Education and Experience

  • College level course work in Information Systems Technology preferred.
  • Five years PC experience with hardware and software knowledge. 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.
  • Law firm or professional services experience preferable.

  Teamwork and Applied Skills

  • Skill to assess issues and needs and to provide responsive solutions. A highly proactive, solution-oriented approach to work and interactions.
  • Talent for creating client satisfaction; demonstrated ability to focus on the client value in all work.
  • Strong sense of accountability, taking ownership over projects and responsibilities and resolving issues proactively.
  • Ability to assess information, anticipates issues and outcomes, and makes effective decisions.
  • High comfort level with sometimes stressful client requirements.
  • Ability to follow instructions with high degree of accuracy.
  • 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.
  • Ability to manage multiple priorities under deadlines.
  • Reliability, dependability, and strong motivation to respond to requests quickly.
  • Availability to work overtime; flexibility regarding work schedule.
  • 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, and what we do .

  Should you find you’re ready to do the best work of your life, we encourage you to let us know!

• About the company

  Morrison & Foerster LLP is an American multinational law firm headquartered in San Francisco, California, with 17 offices located throughout the United States, Asia, and Europe.

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