End User Support Technician

Morrison & Foerster, LLP•Los Angeles, CA

3d•Onsite

About The Position

At MoFo, we couldn’t write our own success story without yours. Ready to write your story? Join MoFo as a END USER SUPPORT TECHNICIAN on our Information Technology team! This role is based in Los Angeles. The End User Support Technician facilitates technology equipment needs for the Los Angeles office, including hardware setups, moves/adds/changes, workstation deployment and coordination, phone support, mobile device support, printer support, and computer imaging. Assists with trial and offsite set up and support when necessary. Assists with video and audio conferences and ensures the conference rooms are in good working order. Works closely with Reception and Epiq staff. Ensures client service and satisfaction are attained in all areas of position. Provides in-depth troubleshooting and issue resolution for desktop applications. Ensures problem solving and solutions reflect understanding of software and hardware integration and functioning. Uses firm and vendor provided knowledge bases as well as other resources to research and resolve issues. Shares knowledge gained with others in Information Technology throughout the firm. Responds to requests for conference room technology, ensuring seamless service that anticipates users’ needs and priorities. Coordinates with Reception and Epiq staff to ensure needs are identified and addressed. Provides ongoing guidance and training to Reception and Epiq staff to assist them in supporting routine Conference Center technology needs and questions. Provides support for specific hardware such as desktop and notebook computers, system peripherals, mobile devices, wireless connectivity, and printers. Understands setup, configuration, and use of dual monitor displays and other specialized hardware configurations. Deploys workstations to ensure client service and user needs are met, addresses requests promptly, with sensitivity to business priorities and individual perspectives. Ensures workstations are configured to meet client and user needs; probes beyond stated situation to ensure detailed assessment of user needs; anticipates future needs based on past transactions. Provides desk-side support and training that focuses on critical core applications and specific user needs or situations as required. Ensures users are fully trained to work remotely, with wireless, etc. and to respond to potential service or connectivity issues. Logs technical support incidents and requests into the ticket management system from live calls, email, and voice mail systems. Monitors support center incidents assigned to the team to ensure department service levels are met for responding to and resolving incidents. Provides updates to incidents indicating acted upon resolution and communication to user. Participates in and, as designated, coordinates upgrades to hardware, including swapping out hardware, tracking upgrade status, communicating with users, following through on questions, etc. Participates in team on-call rotation and may need to be reachable via firm-provided mobile device outside of standard working hours as needed. Provides hands on hardware support for special programs, projects, off-site trials. Provides setup and support of trial/off site infrastructure (routers, switches, and servers). Audio Visual Meetings & Events Support Provides high-quality customer service for all audio/visual events and end-user client hardware requests. Works with the Stakeholders, Reception, and Epiq, to provide comprehensive audio/visual support for meetings and events, including setup, testing, operation, and removal of AV equipment, the configuration of the conference room and event spaces, and audio or video conferencing needs. Performs daily maintenance and testing of conference room audio/visual systems, conference room PC's, laptop input connections, and other A/V sources. Provides direct technical support for all Audio/Visual related systems, including but not limited to display devices, projectors, video teleconferencing (VTC), and Crestron NVX control systems using documented procedures and tools. Records problem symptoms and status information in a timely fashion in Service Now and communicate internally within IT and externally with the customer through problem resolution. Assist clients with connectivity to various unified conferencing solutions (Microsoft Teams and for Business, Zoom, WebEx, etc.). Establishes and builds a working relationship with the firm's Regional Audio-Visual Coordinators. Asset Tracking and Maintenance Assists in computer re-imaging; analyzes patterns, problems, etc. and relays to Office Technology Supervisor/ Manager and Image Core Team. Effectively monitors equipment use and availability to ensure needs will be met at all times; anticipates needs and relays gaps or issues to Office Technology Supervisor/Manager. Maintains and updates asset inventory database. Maintains IT Storage area, keeping it clean and stocked. Coordinates with vendors to ensure equipment repairs are requested and fulfilled; identifies problems for vendor, schedules visits to office, and arranges for location for vendor to perform repairs on-site. Professional Development Remains current in industry trends in Information Technology and the legal profession. Ensures current knowledge of firm software applications and hardware and that personal knowledge remains current and comprehensive in area(s) of expertise. Participates in team and departmental meetings. Consistently promotes and models the Firm's Client Service Principles in leadership, teamwork, work product, and personal interaction.

Requirements

Minimum two years PC experience with strong hardware and software knowledge required.
Working knowledge of standard Windows OS, Microsoft applications, Apple iOS/OS, Android required.
Ability to follow instructions with high degree of accuracy.
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.
Excellent communication skills and the ability to build effective internal and external client relationships.
Strong team player skills and ability to work collaboratively with diverse individuals at all levels of the organization.
Strong technical aptitude and understanding, including ability to quickly learn new applications.
Strong organizational skills; ability to prioritize work, and work within competing deadlines.
Availability to work overtime, including nights and weekends when required; flexibility regarding work schedule.
Ability to lift up to 25 pounds.

Nice To Haves

Relevant and recent certification desired.
Previous law firm experience preferred.

Responsibilities

Facilitate technology equipment needs for the Los Angeles office, including hardware setups, moves/adds/changes, workstation deployment and coordination, phone support, mobile device support, printer support, and computer imaging.
Assist with trial and offsite set up and support when necessary.
Assist with video and audio conferences and ensure the conference rooms are in good working order.
Provide in-depth troubleshooting and issue resolution for desktop applications.
Use firm and vendor provided knowledge bases as well as other resources to research and resolve issues.
Share knowledge gained with others in Information Technology throughout the firm.
Respond to requests for conference room technology, ensuring seamless service that anticipates users’ needs and priorities.
Provide ongoing guidance and training to Reception and Epiq staff to assist them in supporting routine Conference Center technology needs and questions.
Provide support for specific hardware such as desktop and notebook computers, system peripherals, mobile devices, wireless connectivity, and printers.
Understand setup, configuration, and use of dual monitor displays and other specialized hardware configurations.
Deploy workstations to ensure client service and user needs are met, addressing requests promptly, with sensitivity to business priorities and individual perspectives.
Ensure workstations are configured to meet client and user needs; probe beyond stated situation to ensure detailed assessment of user needs; anticipate future needs based on past transactions.
Provide desk-side support and training that focuses on critical core applications and specific user needs or situations as required.
Ensure users are fully trained to work remotely, with wireless, etc. and to respond to potential service or connectivity issues.
Log technical support incidents and requests into the ticket management system from live calls, email, and voice mail systems.
Monitor support center incidents assigned to the team to ensure department service levels are met for responding to and resolving incidents.
Provide updates to incidents indicating acted upon resolution and communication to user.
Participate in and, as designated, coordinate upgrades to hardware, including swapping out hardware, tracking upgrade status, communicating with users, following through on questions, etc.
Participate in team on-call rotation and may need to be reachable via firm-provided mobile device outside of standard working hours as needed.
Provide hands-on hardware support for special programs, projects, off-site trials.
Provide setup and support of trial/off site infrastructure (routers, switches, and servers).
Provide high-quality customer service for all audio/visual events and end-user client hardware requests.
Work with the Stakeholders, Reception, and Epiq, to provide comprehensive audio/visual support for meetings and events, including setup, testing, operation, and removal of AV equipment, the configuration of the conference room and event spaces, and audio or video conferencing needs.
Perform daily maintenance and testing of conference room audio/visual systems, conference room PC's, laptop input connections, and other A/V sources.
Provide direct technical support for all Audio/Visual related systems, including but not limited to display devices, projectors, video teleconferencing (VTC), and Crestron NVX control systems using documented procedures and tools.
Record problem symptoms and status information in a timely fashion in Service Now and communicate internally within IT and externally with the customer through problem resolution.
Assist clients with connectivity to various unified conferencing solutions (Microsoft Teams and for Business, Zoom, WebEx, etc.).
Establish and build a working relationship with the firm's Regional Audio-Visual Coordinators.
Assist in computer re-imaging; analyze patterns, problems, etc. and relay to Office Technology Supervisor/ Manager and Image Core Team.
Effectively monitor equipment use and availability to ensure needs will be met at all times; anticipate needs and relay gaps or issues to Office Technology Supervisor/Manager.
Maintain and update asset inventory database.
Maintain IT Storage area, keeping it clean and stocked.
Coordinate with vendors to ensure equipment repairs are requested and fulfilled; identify problems for vendor, schedule visits to office, and arrange for location for vendor to perform repairs on-site.
Remain current in industry trends in Information Technology and the legal profession.
Ensure current knowledge of firm software applications and hardware and that personal knowledge remains current and comprehensive in area(s) of expertise.
Participate in team and departmental meetings.
Consistently promote and model the Firm's Client Service Principles in leadership, teamwork, work product, and personal interaction.

Benefits

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.
Discretionary bonus
Overtime as applicable
Health/welfare benefits
Retirement contributions
Paid holidays
PTO