Global Technology Support Analyst

About Latham & Watkins

Latham & Watkins is a global law firm consistently ranked among the top firms in the world. The success of our firm is largely determined by our commitment to hire and develop the very best and brightest, creating a team that provides our clients with the highest quality of work and service. We are driven by our core values: respect, innovation, and collaboration.

The Global Technology Support Analyst I is an integral part of Latham’s Technology & Information Services team and will be responsible for working in the Global Technology Support Center (GTSC), which operates 24 hours a day, 7 days a week, providing technical support to lawyers, paralegals, and staff via voice, email, and chat media channels, while handling escalations from Technology teams located in each of our global offices.

This role will be located in our Global Services office in Downtown Los Angeles. Please note that this role may be eligible for a flexible working schedule that allows for a hybrid and in‑office presence. The working hours for this position will be Wednesday - Saturday, 5:00 am - 3:00 pm.

Other key responsibilities include:

• Providing first and second line support to Latham employees using various firm applications and systems, including Windows 10, Office 365, iManage, Litera Change Pro, Intapp Time (DTE), and Adobe Acrobat
• Logging and tracking all support requests in our Service Management Toolset (Service Now)
• Providing Incident Response Management for major incidents experienced across the firm
• Providing remote access support, including wireless connectivity, VPN, and VDI Services
• Supporting mobile collaboration using Black Berry Work apps
• Protecting and maintaining any highly sensitive, confidential, privileged, financial, and/or proprietary information that Latham & Watkins retains

We’d love to hear from you if you:

• Demonstrate proficiency in MS Word, including the ability to use styles, automatic paragraph numbering, section breaks, table of contents, footnotes, headers and footers, tables, columns, mail merge, and cross‑referencing
• Display proficiency in MS Excel, including the ability to create and edit spreadsheets, create and edit formulas, and data manipulation (sorting, filtering, subtotals, cell concatenation, formatting spreadsheets, and formatting for printer)
• Exhibit proficiency in MS PowerPoint, including the ability to create master slides, format slides, apply animation and special effects, various ways to print slides, and how to insert objects, pictures, and files

And have:

• A high school diploma or an equivalent, preferably a Bachelor’s degree or an equivalent in Computer Science or Information Systems
• Microsoft certifications (Microsoft Office Master), preferably
• ITIL v4 Foundation certification, preferably
• A minimum of two (2) years of experience working within a technical support function
• Experience working within the ITIL v3 or v4 Framework in a previous role, preferably

Successful candidates will not only be provided with an outstanding career opportunity and welcoming environment, but will also be provided with a generous total compensation package with bonuses awarded in recognition of both individual and firm performance. Eligible employees can participate in Latham’s comprehensive benefit program which includes:

• Healthcare, life and disability insurance
• A generous 401k plan
• At least 11 paid holidays per year, and a PTO program that accrues 23 days during the first year of employment and grows with tenure
• Well‑being programs (e.g. mental health services, mindfulness and resiliency, medical resources, well‑being events, and more)
• Professional development programs
• Employee discounts
• Affinity groups, networks, and coalitions for lawyers and staff

Latham & Watkins is an equal opportunity employer. The Firm prohibits discrimination against any employee or applicant for employment on the basis of race (including, but not limited to, hair texture and protective hairstyles), color, religion, sex, age, national origin, sexual orientation, gender identity, veteran status (including veterans of the Vietnam era), gender expression, marital status, or any other characteristic or condition protected by applicable statute.

Latham & Watkins LLP will consider qualified applicants with criminal histories in a manner consistent with the City of Los Angeles Fair Chance Initiative for Hiring Ordinance (FCIHO). Please click the link below to review the Ordinance.

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USD $80,000.00 - USD $ /Yr.