Technology Support Analyst

Morgan, Lewis & Bockius LLP, one of the world’s leading global law firms, with offices in strategic hubs of commerce, law, and government across North America, Asia, Europe, and the Middle East, is seeking a Technology Support Analyst to support desktop / laptop computer systems of a moderate to complex nature to ensure end-user productivity and efficiency.

Reporting to the Sr. IT Manager, the Technology Support Analyst will use advanced troubleshooting techniques in order to provide accurate, timely and creative resolutions to end-user and local-office technology-related issues and will provide recommendations for the use of technology in supporting practice-group needs. In addition, the Technology Support Analyst serves as a liaison between software and hardware engineers within IT (including the Help Desk) and the end user community.

This position will reside in the Dallas office and will work a daily schedule of 9 : 00 am – 5 : 30 pm EST.

Primary Functions and Responsibilities Include :

Responds to end‑users and clients on technology-related issues and questions

Supports the business needs of the attorneys, practice groups, and local-office administrative departments and recommends appropriate applications

Demonstrates proficiency with the firm’s applications

Provides Level 2 support for practice-group-specific hardware and software

Performs software installations and upgrades, where necessary

Responds to and documents situations where standard procedures failed with software or hardware installations or upgrades

Participates (with testing and documentation) in software pre-pilots, pilots and roll-outs

Writes technical articles for the internal knowledge base on identified issues, resolutions and workarounds and on locally managed applications

Provides status reports to and communicates with the manager

Performs detailed problem analysis and documents issues and resolutions related to software or network issues and works with Level 3 software and hardware engineers when an issue needs to be escalated

Communicates with, evaluates usage patterns of, and recommends “best practices” to attorneys and staff to ensure optimal use of the firm’s technology based on knowledge of Firm technology

Supports Practice Support technologies, including applications, temporary war rooms, and trial sites in remote locations

Performs desk-side coaching, as needed, in conjunction with the Technology Education team, especially during large-scale roll-outs

Serves as a knowledgeable resource to team members within the office and the region.

Provides Mobility support and advanced troubleshooting for approved devices.

Maintains voice and LAN connections in closets and jacks.

Performs routine maintenance of servers and applications.

Resolves network hardware and software problems and coordinates with network engineers to correct issues / problems.

Deploys and supports office telephone equipment.

Troubleshoots telephone issues and coordinates with Firm Telecom to correct problems.

Experience / Qualifications :

Associate’s degree (A.A) in a related field and minimum 3 years of experience in hardware and software support at a professional-services organization, or equivalent combination of education and experience.

Strong problem-solving skills, written and verbal communication and the ability to adapt to change and balance competing demands are required

Advanced arithmetic skills (compute rate, ratio, percent; able to draw and interpret graphs and charts).

Ability to solve practical problems dealing with a variety of variables where little standardization may exist.

Ability to read and interpret general business documents, instructions and manuals; write routine business correspondence; and speak effectively with employees, clients and vendors.

To perform this job successfully, the Technology Support Analyst must have an advanced knowledge of office productivity software and the Microsoft operating system. Microsoft Office Certification and / or A+ Certification are preferred.

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