User Support Analyst ; Weeknights & Weekends

User Support Analyst I (Weeknights and Weekends)

Position Type: Full Time

Non-exempt

On-site (in-office)

Wednesday to Friday 3 PM - 12 AM (PST) (MIDNIGHT);
Saturday to Sunday 12 PM - 9 PM (PST)

Location: SF

Residency Requirements:

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.

Salary Range: $38.00/hour - $39.50/hour (79,040.00 - $82,160.00 annually) *

*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.

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Are you energized by solving technology challenges and delivering exceptional customer service?

Join our team as a User Support Analyst I (Weeknights and Weekends) and be the go-to technology expert when employees need support most.

As a User Support Analyst I (Weeknights and Weekends) you ll keep the firm running smoothly after hours by delivering exceptional IT support and solving technology challenges in real time.

If you re energized by fast-paced problem-solving and exceptional customer service, we want to hear from you.

Job Functions & Responsibilities

• 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 staff as necessary.
• Open, close and keep current all help desk tickets in the tracking system.
• Follow up to ensure the prompt resolution of operating problems.
• 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 after-hours or escalation support as part of a regular, rotating schedule, and occasionally, on short notice.

• 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 engineering team.

Tools

Computer

Software systems, particularly:

• Service Now Help Desk Ticketing/Tracking Software (or similar)
• MS Office Suite (especially MS Word)
• Mobile Device Management software
• DocXTools Suite
• Cloud communications and collaboration (Ring Central or similar)
• Share Point
• Microsoft 365
• Citrix/VPN
• iManage (or similar)

Other hardware/software as required

Qualifications & Skill Requirements

• 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).
• 2-4 years of experience with large (>300 users) environments.
• Ability to learn and retain knowledge of new technology and software quickly.
• General understanding of telecommunications infrastructure and operations.
• Precedent-Setting Cases:
  Clients turn to us for groundbreaking cases that demand creative thinking.
• Resourceful Deployment:
  When the stakes are high, we can mobilize an “army of trial lawyers”.
• High-Profile Representation:
  We represent major entities such as Bank of America, Edison International, Oaktree Capital Management, PG&E, and Berkshire Hathaway.

Our Exceptional Attorneys:

• Clerkship
  
  Experience:
  
  Nearly 75% of our lawyers and over 80% of our litigators have clerked for federal or state judges.
• Varied Backgrounds:
  Our attorneys bring additional dimensions to client service. Some honed their skills as assistant U.S. attorneys, while others hold advanced degrees…