Hybrid IT Help Desk Analyst II — End-User Support & Mentor

Munger, Tolles & Olson LLP; Los Angeles (CA); Hybrid; USD 92,000 - 98,000; Full time

Job summary

Munger, Tolles & Olson LLP seeks a User Support Analyst II to provide frontline IT help desk support in a hybrid Los Angeles office. You will handle first- and second-level issues, assist trial teams, and mentor junior staff in best practices and ticket management.

The role requires strong communication, a bachelor’s degree (preferred), 4+ years in large user environments, and the ability to travel up to 25%. You’ll work a rotating onsite/offsite schedule and support a dynamic legal environment.

Qualifications

• Bachelor's degree preferred.
• 4+ years of experience with large (>300 users) environments.
• Expert written and verbal communication skills.
• Ability to travel up to 25% of the time, at times to remote locations with little notice.
• Work well under pressure in a dynamic, fast-paced environment.
• Willingness to work extended hours, nights, weekends, and rotating on-call duties.
• Ability to build effective relationships across all levels.
• Expert telephone support skills.
• Ability to learn and retain knowledge of new technology and software quickly.
• General understanding of telecommunications infrastructure and operations.

Responsibilities

• Provide first- and second-level Help Desk support to users.
• Assist trial teams and engineers with on-site tasks.
• Mentor junior team members on processes and ticket handling.
• Manage equipment inventory and software patching efforts.
• Support conference room A/V and collaboration tools.

Skills

Communication

Telephone support

Learning agility

Telecom basics

Help desk tools

Education

Bachelor's degree

Tools

MS Dynamics

Microsoft 365

SharePoint

Mobile Device Management

Citrix VPN

iManage Work 10

Telephony Systems

Help Desk Ticketing

Job description

Munger, Tolles & Olson LLP seeks a User Support Analyst II to provide frontline IT help desk support in a hybrid Los Angeles office. You will handle first- and second-level issues, assist trial teams, and mentor junior staff in best practices and ticket management.

The role requires strong communication, a bachelor’s degree (preferred), 4+ years in large user environments, and the ability to travel up to 25%. You’ll work a rotating onsite/offsite schedule and support a dynamic legal environment.