Technology Support Specialist

US Offices & Unit; Philadelphia (Philadelphia County); Presencial; USD 48.000 - 64.000; Jornada completa

Descripción de la vacante

Morgan, Lewis & Bockius LLP is seeking a Technology Support Analyst to maintain desktop/laptop systems and ensure end-user productivity. The role involves front-line AV and meeting technology support, with an emphasis on preparation, testing, and live meeting assistance in the Philadelphia office.

The candidate should be dependable, curious, and customer-focused, with a willingness to learn and document issues in ServiceNow. Typical schedule is 9:00 am - 5:30 pm EST, on-site in Philadelphia.

Formación

• Basic understanding of computers, peripherals, conferencing tools, and common workplace technology.
• Interest in audiovisual, conferencing, event, or meeting-support technology.
• Willingness to learn and adapt in a professional services environment.

Responsabilidades

• Prepare conference rooms and meeting spaces for meetings, presentations, and events.
• Provide live, time-sensitive support for meetings with attorneys and clients.
• Support Microsoft Teams, Zoom, Teams Rooms and other firm-approved platforms.
• Set up cameras, microphones, displays, room-control systems, and related equipment.
• Document incidents and service requests in ServiceNow with accurate details.
• Escalate complex issues to senior staff while maintaining ownership of communication.
• Maintain inventories of audiovisual equipment and room accessories.

Conocimientos

Customer service

Communication

Interpersonal skills

Punctuality

Willingness to learn

Educación

High school diploma or equivalent

Technical education or coursework preferred

Herramientas

Microsoft Teams

Zoom

ServiceNow

Descripción del empleo

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 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 Technology Support Specialist provides front-line support for conference rooms, audiovisual systems, video meetings, and other meeting technologies. The position is designed for an entry-level candidate who is dependable, curious, customer-focused, and willing to learn. The specialist helps prepare rooms, test equipment, support live meetings, identify potential problems before they affect users, and document or escalate issues appropriately.

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

Responsibilities Include:

• Prepare conference rooms and meeting spaces for scheduled meetings, presentations, video conferences, and firm events.
• Perform routine room checks, equipment testing, and preventive maintenance to confirm systems are ready for use.
• Provide live and time-sensitive support for meetings involving attorneys, clients, executives, professional staff, and outside participants.
• Support Microsoft Teams, Zoom, Microsoft Teams Rooms, and other firm-approved conferencing platforms.
• Set up and troubleshoot cameras, microphones, speakers, displays, projectors, room-control systems, cabling, adapters, and related audiovisual equipment.
• Respond quickly and professionally when technical problems occur during meetings and remain calm while troubleshooting under pressure.
• Monitor meeting schedules, prioritize overlapping requests, and coordinate coverage for multiple rooms or events.
• Proactively identify equipment, room, or scheduling issues and take appropriate action without waiting for detailed instructions.
• Assist users with screen sharing, audio and video settings, presentation connections, guest participation, and basic meeting controls.
• Document incidents and service requests accurately in ServiceNow, including equipment details, troubleshooting steps, outcomes, and required follow-up.
• Escalate complex issues to senior support staff, vendors, facilities, networking, or other IT teams while maintaining ownership of communication and follow-through.
• Maintain inventories of audiovisual equipment, adapters, cables, loaner devices, and room accessories.
• Assist with installation, replacement, testing, and basic configuration of conference-room and multimedia technology.
• Create and update simple user instructions, room guides, checklists, and internal support documentation.
• Provide limited general technology support when needed, while maintaining conference-room and meeting support as the primary focus of the role.
• Perform other related duties as assigned based on operational needs.

Experience and qualifications:

• High school diploma or equivalent; additional technical education, coursework, or practical experience is preferred.
• Basic understanding of computers, peripherals, conferencing tools, cables, displays, audio equipment, and common workplace technology.
• Strong interest in audiovisual, conferencing, event, or meeting-support technology.
• Excellent customer-service, communication, and interpersonal skills.
• Dependable and punctual, with the ability to arrive early for scheduled meetings and complete required room checks.
• Ability to follow procedures while also using initiative and sound judgment when unexpected issues arise.
• Ability to manage multiple requests, remain organized, and work effectively in time-sensitive situations.
• Attention to detail and willingness to take ownership of tasks through completion.
• Ability to learn unfamiliar systems through training, documentation, research, and hands-on practice.
• Ability to move and set up common audiovisual equipment and work on-site as required.

Preferred qualifications:

• Prior customer-service, help-desk, event-support, classroom-technology, hospitality, or audiovisual experience.
• Familiarity with Microsoft Teams, Zoom, Teams Rooms, cameras, microphones, speakers, displays, or room-control systems.
• Experience working in a professional services, legal, corporate, educational, or conference environment.
• Experience documenting work in a ticketing system such as ServiceNow.

#LI-TS1

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