Senior Technology Support Analyst

Senior Technology Support Analyst

Morgan, Lewis & Bockius LLP, one of the world's leading global law firms, is seeking a Senior 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 Senior Technology Support Analyst provides advanced, high-touch technical support to attorneys, executives, professional staff, and other firm personnel. The role combines strong troubleshooting skills with independent ownership, sound judgment, and consistent follow-through. This position serves as a senior technical resource for the support team and is expected to resolve complex issues, coordinate across IT groups, mentor colleagues, and ensure work is carried through to completion.

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

Responsibilities Include:

• Provide advanced support for Windows 11 devices, Microsoft 365 applications, iManage, remote access, printing, peripherals, and firm-standard business applications.
• Troubleshoot modern identity and access issues involving multifactor authentication, Microsoft Authenticator, Windows Hello for Business, and related tools.
• Support endpoint provisioning, configuration, encryption, patching, and lifecycle activities using tools such as Microsoft Intune, Windows Autopilot, BitLocker, and related device-management platforms.
• Provide advanced support for iOS and Android devices, mobile application access, enrollment, compliance, authentication, and secure connectivity.
• Support Zscaler and other secure access technologies, including troubleshooting connectivity, authentication, policy, and remote-user issues.
• Take full ownership of incidents and service requests from initial contact through resolution, including timely communication, documentation, escalation, and follow-up.
• Maintain strong ServiceNow ticket discipline, including accurate categorization, detailed work notes, clear resolution documentation, and proactive review of aging or stalled tickets.
• Provide calm, responsive support during urgent and high-pressure situations involving attorneys, executives, clients, and critical business activities.
• Support new-hire onboarding, device readiness, account access, application setup, and first-day technical support.
• Assist with conference-room technology, Microsoft Teams Rooms, audiovisual equipment, and meeting support when needed.
• Analyze recurring issues, identify root causes, recommend process improvements, and contribute to knowledge articles and support documentation.
• Serve as a senior technical resource for the team by mentoring analysts, sharing knowledge, reviewing difficult issues, and helping improve support consistency.
• Coordinate effectively with infrastructure, identity and access management, security, applications, mobility, networking, and other IT teams.
• Participate in testing, pilots, deployments, upgrades, and other technology initiatives affecting the user environment.

Experience and qualifications:

• Several years of progressively responsible experience providing enterprise desktop, endpoint, mobility, or technical support in a professional services environment.
• Strong working knowledge of Windows 11, Microsoft 365, Microsoft Teams, endpoint hardware, mobile devices, and remote-access technologies.
• Demonstrated experience troubleshooting identity, authentication, endpoint management, and device-compliance issues.
• Ability to diagnose complex problems independently, identify the appropriate next steps, and drive issues to resolution without constant direction.
• Excellent customer-service, communication, prioritization, and organizational skills.
• Ability to remain professional and effective under pressure while managing multiple priorities and time-sensitive requests.
• Strong documentation habits and experience working within an IT service-management or ticketing platform such as ServiceNow.
• Ability to work collaboratively across teams while maintaining personal accountability for assigned work.
• Availability to provide on-site support and adjusted-hours coverage when business needs require it.

Preferred qualifications:

• Experience supporting attorneys, executives, or other high-demand users in a law firm or professional services organization.
• Experience with Microsoft Entra ID, Intune, Configuration Manager/SCCM, Autopilot, BitLocker, Zscaler, iManage, and mobile-device management.
• Experience mentoring support staff, creating knowledge documentation, or leading small technical initiatives.
• Relevant Microsoft, ITIL, CompTIA, or endpoint-management certifications.