Technology Support Analyst

Technology Support AnalystMorgan, Lewis & Bockius LLP, one of the world's leading global law firms, 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 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 San Francisco office and will work a daily, in office, schedule of 8:00 am – 4:30 pm PT.Responsibilities Include:Respond to end-users and clients on technology-related issues and questions.Support the business needs of the attorneys, practice groups, and local-office administrative departments and recommends appropriate applications.Demonstrate proficiency with the firm's applications.Provide Level 2 support for practice-group-specific hardware and software.Perform software installations and upgrades.Respond to and documents situations where standard procedures failed with software or hardware installations or upgrades.Participate (with testing and documentation) in software pre-pilots, pilots and roll-outs.Write technical articles for the internal knowledge base on identified issues, resolutions and workarounds and on locally managed applications.Provide status reports to and communicate with the manager.Perform detailed problem analysis and document 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.Communicate with, evaluate usage patterns of, and recommend "best practices" to attorneys and staff to ensure optimal use of the firm's technology.Support Practice Support technologies, including applications, temporary war rooms, and trial sites in remote locations.Perform desk-side coaching, as needed, in conjunction with the Technology Education team, especially during large-scale roll-outsServe as a knowledgeable resource to team members within the office and the region.Provide Mobility support and advanced troubleshooting for approved devices.Maintain voice and LAN connections in closets and jacks.Perform routine maintenance of servers and applications.Resolve network hardware and software problems and coordinates with network engineers to correct issues/problems.Deploy and support office telephone equipment.Troubleshoot telephone issues and coordinate with Firm Telecom to correct problems.Experience and 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.