*This position is on-site in San Francisco and requires Nights & Weekends*

*Wed. - Fri., 3:00p - 12:00a PT*

*Sat. and Sun. 12:00p - 9:00a PT*

The User Support Analyst I – Weeknights and Weekends provides internal concierge level end-user support at an office location or remotely via telephone. The User Support Analyst I is part of the Help Desk call rotation for the entire Firm. Additionally, the User Support Analyst I may be asked to assist remote engineers with tasks in the office.

Job Functions & Responsibilities

HELP DESK SUPPORT

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.
Provide mobile device support.
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.

AFTER HOURS SUPPORT

Provide after-hours or escalation support as part of a regular, rotating schedule, and occasionally, on short notice.

OTHER

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
Printer, Fax, Scanner, Photocopier, Shredder
Help Desk ticketing systems
Inventory tracking software
MS Office 365 Suite (especially MS Word 365)
Mobile Device Management software
Legal specific macro packages
Cloud communications and collaboration (MS Teams, RingCentral, Zoom, or similar)
SharePoint Online
Citrix/VPN
iManage (or similar document management systems)
Other hardware and software as required.

MINIMUM JOB QUALIFICATIONS

High school diploma or GED.
2-4 years of experience with large (>300 users) environments.
Strong written and verbal communication skills.
Ability to travel up to 10% of the time, at times to remote locations with little notice.
Ability to work under the pressures of a dynamic and fast-paced environment.
Ability to work extended hours, nights, weekends, non-traditional business hours during the week and rotating on-call duties.
Regular schedule is one of the following:
Ability to develop effective working relationships with all levels of personnel in a time-sensitive, high-pressure environment.
Strong telephone support skills.
Ability to learn and retain knowledge of new technology and software quickly.
General understanding of telecommunications infrastructure and operations.

Physical Demands

Writing, typing, reading, speaking, hearing, seeing, sitting, bending, reaching, lifting up to 50 lbs.

Working Conditions

Quiet office environment in a high-rise building, seated the majority of the time.

COMPETENCIES

Communicates effectively: Developing and delivering multi-mode communications that convey a clear understanding of the unique needs of different audiences.
Being resilient: Rebounding from setbacks and adversity when facing difficult situations.
Collaborates: Building partnerships and working collaboratively with others to meet shared objectives.
Instills trust: Gaining the confidence and trust of others through honesty, integrity, and authenticity.
Customer focus: Building strong customer relationships and delivering customer-centric solutions.
Drives results: Consistently achieving results, even under tough circumstances.
Situational adaptability: Adapting approach and demeanor in real time to match the shifting demands of different situations.
Interpersonal Savvy: Relating openly and comfortably with diverse groups of people.
Self-Development: Actively seeking new ways to grow and be challenged using both formal and informal development channels.
Tech Savvy: Anticipating and adopting innovations in business-building digital and technology applications.

ESP Legal

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