*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.
