Desktop Support Technician

Manatt, Phelps & Phillips, LLP•Los Angeles, CA

62d•$60,000 - $85,000•Onsite

About The Position

Manatt, Phelps & Phillips LLP is a multidisciplinary, integrated national professional services firm known for quality and an extraordinary commitment to clients. The firm's groundbreaking approach-bringing together legal services, advocacy and business strategy-differentiates Manatt from its competitors and positions the firm to provide a unique and compelling value proposition. We currently have an opportunity for a Desktop Support Technician for our Los Angeles office. This position will interface with users, all facets of IT management, and vendors and handle the day-to-day routine maintenance of the office's PCs, laptops, printers, A/V equipment and software and provide overall technical support to users.

Requirements

High School diploma required, College degree preferred
3 or more years of recent experience working in a technical support department
Knowledge using Audio Visual equipment
Microsoft software and Dell/Lenovo hardware experience
Understanding of data privacy and security considerations when using traditional and AI tools
Knowledge of VPN, PDAs, other related technologies
Must work well under pressure, meeting multiple and at times conflicting deadlines
Ability to lift 50 pounds
Must be able to commute to office Monday through Friday

Nice To Haves

Previous law firm experience strongly preferred
HDI and Microsoft certifications preferred
Experience using GenAI tools in a professional IT support context preferred
Ability to evaluate AI-generated suggestions critically and apply them appropriately preferred
Proven track record of Customer Satisfaction

Responsibilities

Day to day support tasks for attorneys, paralegals, administrative staff, and the firm, with awareness of billable hour impact and practice deadlines
Utilizing GenAI tools to assist in troubleshooting hardware and software issues
Applying AI-driven recommendations to streamline support workflows and improve resolution times
Training end users on approved GenAI productivity tools with emphasis on ethical use
Internal and legal client project participation and/or involvement
Collaboration with IT leadership to identify opportunities for AI integration in support processes and end-user productivity processes, security, and compliance
Serving as a liaison between end users and vendors for GenAI tool configuration and optimization
Participation in firmwide IT initiatives and projects
Day to day hook-ups of AV equipment as requested
Working with Network team as "remote hands" for server room and wiring closet issues and requests
Ensuring appropriate ticket detail including descriptions, activity logging, and detailed resolutions
Staying current with emerging GenAI capabilities relevant to desktop support and end-user productivity
Completion of daily, weekly, and monthly reports; to include, but not limited to time submittal, monthly stock levels, etc.
Outage communication to leadership as required
Environmental trend identification and proactive issue detection, particularly for patterns affecting time entry, document access, or deadline-critical systems
Create and review KnowledgeBase articles for use by human and AI agents, ensuring no confidential client information is included in training materials or examples
Documenting AI-assisted resolutions for continuous improvement and training purposes
On call support and oversight during after business hours, weekends, and holidays with attention to billing professionals working around court deadlines and legal closings
Handles special projects as requested.
Other duties as assigned.