End User Support Analyst

Morrison & Foerster, LLP•San Francisco, CA

About The Position

The End User Support Analyst independently and collaboratively troubleshoots a wide range of application and hardware issues, managing each request from initial intake through successful resolution. Provides responsive, high-quality technology support to attorneys and business professional staff across all practice areas, addressing day-to-day issues as well as more complex technical needs. This individual will perform offsite meeting, presentation, and trial site technology setups and provides on-site support as required, ensuring all systems function reliably in high-visibility and time-sensitive environments. Works closely with firmwide and local office-based Information Technology teams, attorneys, business professional staff, and external vendors to coordinate solutions, share knowledge, and resolve issues efficiently. Consistently maintains a strong focus on client service, professionalism, and user satisfaction, ensuring technology support aligns with firm standards and contributes to a seamless and positive experience in all aspects of the role. Ensures client service and satisfaction are attained in all areas of position.

Requirements

2+ years of experience in an end user support, service desk, or desktop support role.
Experience supporting Windows with four to five years’ PC experience with hardware and software knowledge.
Understanding of LAN/WAN and server concepts.
Working knowledge of Microsoft 365 and common business applications.
Familiarity with ticketing systems (ServiceNow).
Basic understanding of networking concepts (WiFi, VPN, DNS).
Skill to anticipate and assess information, issues and needs and to provide responsive solutions and decisions. A highly proactive, solution-oriented approach to work and interactions.
Talent for creating client satisfaction; demonstrated ability to focus on the client value in all work.
Strong sense of accountability, taking ownership over projects and responsibilities and resolving issues proactively.
Excellent customer service and communication skills, demonstrating a cordial, professional manner at all times.
Availability to work overtime; flexibility regarding work schedule.

Nice To Haves

Experience with macOS is a plus.
Law firm or professional services experience preferable.

Benefits

MoFo offers a comprehensive benefits package starting on your first day.
A variety of options for medical, dental, vision, life and disability coverage to meet the needs of you and your family.
Industry-leading parental leave and family benefits including adoption and fertility treatment options and backup child and elder care.
Global wellness program, including free access to Talkspace and Calm apps.
Annual community service day to make an impact on your community and a birthday holiday just for fun.
Education reimbursement annually.
Dedicated Talent Development team.
Competitive annual profit-sharing contribution.

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