Senior Technology Support Analyst

Morgan, Lewis & Bockius LLP, one of the world’s leading global law firms, with offices in strategic hubs of commerce, law, and government across North America, Asia, Europe, and the Middle East, is seeking a Senior Technology Support Analyst to support desktop/laptop computer systems of a moderate to complex nature to ensure end-user productivity and efficiency.

Reporting to the IT Manager, the Senior Technology Support Analyst will use advanced troubleshooting techniques to provide accurate, timely and creative resolutions to end-user and local-office technology-related issues and will provide recommendations for the use of technology in supporting practice-group needs. In addition, the Senior Technology Support Analyst serves as a liaison between software and hardware engineers within IT (including the Help Desk) and the end user community.

This position will reside in the Philadelphia office and will work a daily schedule of 9:00 am – 5:30 pm ET.

Responsibilities Include:

• Respond to end‑users and clients regarding technology-related issues and questions.
• Support the business needs of the attorneys, practice groups, and local-office administrative departments and recommend appropriate applications.
• Demonstrate proficiency with the firm’s applications.
• Provide Level 2 support for practice-group-specific hardware and software.
• Perform software installations and upgrades.
• Respond to and documents situations where standard procedures failed with software or hardware installations or upgrades.
• Participate (with testing and documentation) in software pre-pilots, pilots and rollouts.
• Write technical articles for the internal knowledge base on identified issues, resolutions and workarounds and on locally managed applications.
• Provide status reports to and communicate with the manager.            
• Perform detailed problem analysis and document issues and resolutions related to software or network issues and work with Level 3 software and hardware engineers when an issue needs to be escalated.
• Communicate with, evaluate usage patterns of, and recommend “best practices” to attorneys and staff to ensure optimal use of the firm’s technology based on knowledge of firm technology.
• Support Practice Support technologies, including applications, temporary war rooms, and trial sites in remote locations.
• Perform desk-side coaching, as needed, in conjunction with the Technology Education team, especially during large-scale rollouts
• Serve as a knowledgeable resource to team members within the office and the region.
• Provide Mobility support and advanced troubleshooting for approved mobile devices.
• Maintain voice and LAN connections in closets and jacks.
• Perform routine maintenance of servers and applications.
• Resolve network hardware and software problems and coordinate with network engineers to correct issues/problems.
• Deploy and support office telephone equipment.
• Troubleshoot telephone issues and coordinate with Firm Telecom to correct problems.

Experience and qualifications:

• Associate’s degree in a related field and minimum of 7 years of experience in hardware and software support at a professional-services organization, or equivalent combination of education and experience.
• Strong problem-solving skills, effective written and verbal communication skills, and the ability to adapt to change and balance competing demands are required.
• Advanced arithmetic skills (compute rate, ratio, percent; able to draw and interpret graphs and charts).
• Ability to solve practical problems dealing with a variety of variables where little standardization may exist.
• Ability to read and interpret general business documents, instructions and manuals; write routine business correspondence; and speak effectively with employees, clients and vendors.
• To perform this job successfully, the Senior Technology Support Analyst must have an advanced knowledge of office productivity software and the Microsoft operating system. Microsoft Office Certification and/or A+ Certification are preferred.

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Morgan, Lewis & Bockius LLP is committed to equal employment opportunity and providing reasonable accommodations to applicants with physical and/or mental disabilities. We value inclusion and solicit applications from all qualified applicants without regard to race, color, gender, sex, age, religion, creed, national origin, ancestry, citizenship, marital status, sexual orientation, physical or mental disability, medical condition, veteran status, gender identity, genetic information, or any other characteristic protected by federal, state, or local law.

Pursuant to applicable state and municipal Fair Chance Laws and Ordinances, we will consider for employment qualified applicants with arrest and conviction records.

California Applicants: Pursuant to the California Consumer Privacy Act, the following link contains the Firm's California Consumer Privacy Act Privacy Notice for Candidates which explains the categories of personal information that we collect and the purposes for which we use such personal information. CCPA Privacy Notice for Candidates

Morgan, Lewis & Bockius, LLP reasonably accommodates applicants and employees who need them to perform the essential functions of the job because of disability, religious belief, or other reason protected by applicable law.  If you believe you need a reasonable accommodation during the application process, please contact Talent Acquisition at 888.534.5003 or [email protected]

If hired, your employment relationship with the firm will be on an "at-will" basis, meaning that the firm may modify the terms and conditions of your employment at any time, and that either you or the firm will be free to end the relationship at any time with or without cause and with or without advance notice, although reasonable notice would be expected.