Support Center Analyst

Morrison & Foerster, LLP • Boston, MA

3d

About The Position

The Support Center Analyst provides firmwide first-line support, system administration, and problem resolution for hardware and software applications. The role works with other Support Center Analysts to maintain Support Center documentation and the ticket management database, collaborates with management to maintain service levels and improve service techniques, and ensures client service and satisfaction. The position can be based in Miami, Boston, or New York.

Requirements

• High school diploma or GED required.
• Knowledge of Windows 11 Enterprise, Microsoft Office 365, and remote access technologies, including VPN, RDP, AVD, wireless, and mobile.
• Prior client service experience and strong customer service skills.
• Strong analytical, problem-solving, and organizational skills.
• Proactive, collaborative, and solution-oriented approach, with strong accountability and initiative.
• Excellent oral and written communication skills and ability to work effectively with all levels of personnel.
• Availability for rotational weekly on-call duty during weekends and after hours.

Nice To Haves

• AA degree in Computer Information Systems, Computer Science, or equivalent IT certification.
• Knowledge of PowerShell, legal document software, and system administration.

Responsibilities

• Provide timely technical support by phone, email, and voicemail, adapting instructions for non-technical users.
• Log, troubleshoot, resolve, and escalate incidents and service requests through ServiceNow, resolving issues within 15 minutes when possible.
• Use and maintain system administration tools to support users and Level 2/Level 3 teams.
• Maintain Support Center knowledge base documentation, ticket records, and technical knowledge.
• Build positive client relationships, identify user needs, and ensure quality service.
• Generate weekly and special reports and distribute IT bulletins and system notifications.
• Manage user onboarding, offboarding, account transfers, and Microsoft Exchange distribution lists.
• Administer Azure Active Directory, ADUC, MECM, Microsoft Entra ID, MFA, and Intune to support user accounts and mobile devices.
• Manage spam emails through Mimecast and monitor cybersecurity alerts using LogRhythm and MS ATA.
• Perform WAN restoration testing across US, Europe, and Asia Pacific regions.
• Assist with product QA testing, Support Center projects, and process improvements.
• Collaborate with Support Center Analysts, management, and other support teams to maintain service levels and resolve technical issues.

Benefits

• Comprehensive benefits package starting on the first day.
• Medical, dental, vision, life, and disability coverage options.
• 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.
• Birthday holiday.
• Annual education reimbursement.
• Dedicated Talent Development team.
• Competitive annual profit-sharing contribution.
• Potential discretionary bonus and overtime compensation, as applicable.
• Retirement contributions, paid holidays, and PTO.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED