User Support Analyst II

Hybrid Flexible

(The candidate will work one full week onsite and one full week offsite on a rotating basis.)

Schedule: Monday - Friday, range between 8:00 AM (PST) to 6:00 PM (PST)

Washington D.C.:
For all positions based in the Washington, D.C. office, residency within Washington D.C., Maryland or Virginia and within a reasonable commutable distance to the assigned office is required depending on the firm's discretion and the nature of the role.

Los Angeles and San Francisco Offices:
For all positions based in the Los Angeles and San Francisco offices, residency within the state of California and within a reasonable commutable distance to the assigned office is required depending on the firm's discretion and the nature of the role.

* The salary range is the one that Munger, Tolles & Olson LLP reasonably expects to pay for this position. The salary range does not guarantee, obligate, nor set expectations of an applicant’s wage in the event of hire. The posted range is only one component of Munger, Tolles & Olson LLP’s Total Rewards package.

Do you love solving technology challenges and delivering outstanding customer service?

Join our team as a User Support Analyst II
, where you'll provide concierge-level support, troubleshoot hardware and software issues, mentor junior analysts, and collaborate with engineers to support a sophisticated legal technology environment. Your expertise will help keep our professionals connected, productive, and successful.

• Provide first and second level technical support and guidance to users of the Firm’s computers, communications and collaboration systems, and other technical systems.
• Prepare and provide equipment to Firm end-users as necessary.
• Open, close and keep current all Help Desk tickets in the tracking system.
• Follow up to ensure prompt resolution of operating problems.
• Evaluate and report trends in system errors, software/hardware malfunctions and end user feedback on solutions.
• Research and resolve hardware and software problems with other IT staff or outside vendors.
• Maintain and continuously expand strong working knowledge of current firm-supported and future technologies and software to provide technically accurate solutions to end-users.

• Provide support on-site at the trial location.
• Work unconventional hours to assist trial teams throughout the trial process.
• Transport equipment to trial sites or temporary offices if necessary.
• Setup equipment at trial sites or temporary office spaces.
• Provide after-hours support as scheduled and, occasionally, at short notice.
• Provide on-call support as part of a regular, rotating schedule.

• Assist with training end users on Firm applications.
• Assist with the Firm’s inventory of equipment and software.
• Assist with software patching efforts.
• Work with conference room A/V equipment utilizing conferencing software.
• Provide Smart-hands assistance to the engineering team.

• Computer
• Telephone
• Software systems, particularly:
• Help Desk Ticketing/Tracking Software in MS Dynamics
• Microsoft 365
• Share Point
• Mobile Device Management software
• Legal specific applications
• CitrixVPN
• iManage Work 10
• Other hardware/software as required

• Bachelor’s degree is preferred.
• 4+ years of experience with large (>300 users) environments.
• Ability to travel up to 25% of the time, at times to remote locations with little notice.
• Ability to work extended hours, nights, weekends, non-traditional business hours during the week and rotating on-call duties.
• Ability to develop effective working relationships with all levels of personnel in a time-sensitive,…