Global Technology Support Analyst

Latham & Watkins LLP • Los Angeles, CA

1d • Hybrid

About The Position

The Global Technology Support Analyst I is an integral part of Latham’s Technology & Information Services team. This role will be responsible for working in the Global Technology Support Center (GTSC), which operates 24 hours a day, 7 days a week, while providing first- and second-line support to Latham employees using various firm applications and systems, including Windows 10, Office 365, iManage, Litera Change Pro, Intapp Time (DTE), and Adobe Acrobat. This role will be located in either our Manchester office. Please note that this role may be eligible for a flexible working schedule that allows for a hybrid and in-office presence. The working hours for this shift will be Wednesday - Saturday, 1:00 pm - 11:00 pm.

Requirements

• Display proficiency in MS Word, including the ability to use styles, automatic paragraph numbering, section breaks, table of contents, footnotes, headers and footers, tables, columns, mail merge, and cross-referencing
• Demonstrate proficiency in MS Excel, including the ability to create and edit spreadsheets, create and edit formulas, data manipulation (sorting, filtering, subtotals, cell concatenation, formatting spreadsheets, and formatting for printer)
• Possess proficiency in MS PowerPoint, including the ability to create master slides, format slides, apply animation and special effects, various ways to print slides, and how to insert objects, pictures, and files
• A high school diploma or equivalent
• Experience working within a technical support function

Nice To Haves

• A bachelor’s degree or equivalent in Computer Science or Information Systems, preferably
• Microsoft certifications (Microsoft Office Master), preferably
• ITIL v4 FoundationA certification, preferably
• Experience working within the ITIL v3 or v4 Framework in a previous role, preferably

Responsibilities

• Handling escalations from Technology teams located in each of our global offices
• Logging and tracking all support requests in our Service Management Toolset (ServiceNow)
• Providing Incident Response Management for major incidents experienced across the firm
• Providing remote access support, including wireless connectivity, VP, and VDI Services
• Supporting mobile collaboration using Blackberry Work apps

Benefits

• Health insurance as well as group income protection and life assurance
• A pension plan
• Wellness programs
• Employee discounts

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED
• Number of Employees: 1,001-5,000 employees