End User Support Analyst

End User Support

• Provide advanced troubleshooting for desktop applications, operating systems, and hardware, using research tools and knowledge bases to resolve issues.

• Support desktops, laptops, peripherals, smartphones, printers/MFPs, and specialized hardware configurations such as dual monitors.

• Log, manage, and document support tickets, ensuring timely responses, clear communication, and user satisfaction throughout the resolution process.

• Deliver desk-side and virtual training on firm-standard and specialized hardware and software.

• Assist with user account creation, modification, and maintenance across firm systems in accordance with established procedures.

• Collaborate with IT teams, vendors, and application owners on complex issues; support infrastructure tasks, participate in projects, and adhere to change management protocols.

• Provides software/hardware support and troubleshooting for programs, meetings, trials, etc., working off-site as required.
• Provides setup and support of trial/off site infrastructure (routers, switches, and servers).
• Support and maintain conference room technology; schedule and monitor video/audio conferences; ensure seamless hardware setup for new hires and office moves; and assist with hardware upgrades, including equipment swaps and user communication.

• College coursework in Information Systems Technology preferred.Five years of PC hardware/software experience with understanding of LAN/WAN and server concepts.
• Strong knowledge of Windows OS and Microsoft Office (Word, Outlook, Excel, PowerPoint).
• Relevant, recent technical certifications preferred.
• Experience in a law firm or professional services environment desirable.
• Ability to assess issues, anticipate needs, and provide proactive, client-focused solutions.
• Effective decision-making based on assessing information and potential outcomes.
• Strong organizational skills with the ability to prioritize and manage multiple deadlines.
• Flexibility with work hours and ability to lift up to 25 pounds.

• About Us: https://www.mofo.com/about
• Inclusion + Engagement: https://www.mofo.com/community/we-at-mofo
• Commitment to Pro Bono: https://careers.mofo.com/careers-pro-bono
• The MoFo Foundation: https://www.mofo.com/culture/mofo-foundation

• 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.