User Support Analyst

O'Melveny & Myers LLP; Menlo Park (CA); On-site; USD 85,000 - 100,000; Full time

Job summary

O'Melveny & Myers LLP in Silicon Valley is seeking a User Support Analyst to provide second-level IT support and assist with video and collaboration technologies. You will support meetings, help deploy new technology, and assist with training for new hires.

The role requires 5+ years in software/hardware IT support and a four-year degree or equivalent. Strong customer service, problem solving, and teamwork are essential for success in a fast-paced environment.

Qualifications

• Minimum of 5 years software and hardware experience in a team-oriented IT structure.
• Experience with desktops/laptops/iPad/iPhone/MAC and printers.
• Advanced knowledge and experience troubleshooting MS Office 365 Suite, Windows 11, Active Directory, NetDocuments/Intapp Time.
• Experience with videoconferences, video bridging, and collaboration technologies (Zoom, Teams).
• Experience with SCCM, Citrix XenApp, VMware Horizon, and other remote access technologies preferred.
• Microsoft Defender, GlobalProtect, and other firewall software experience preferred.
• Experience with help desk ticketing systems preferred.
• A four-year degree or equivalent preferred.

Responsibilities

• Provide second-level support on escalated issues from the Help Desk, guiding to Analysts, Programmers, or Engineers as needed.
• Assist videoconference team with video and sound checks and bridge complex multi-location meetings.
• Help IT Training Team with new hire training.
• Participate in projects to deploy new technology and perform after-hours maintenance.
• Image computers, configure IP phones, move and install printers.
• Install routine firmware updates on computers and docking stations.
• Perform asset tagging and hardware inventory maintenance.

Skills

Customer service

Analytical troubleshooting

Verbal communication

Multitasking

Team collaboration

Public speaking

Education

Bachelor’s degree or equivalent

Tools

MS Office 365

Windows 11

Active Directory

NetDocuments

Intapp Time

Zoom/Teams

Job description

It's more than what you do: it's how you do it. That's why O'Melveny is counsel of choice to an ever-expanding list of market leaders. Opportunity at O'Melveny means working alongside dynamic and team-oriented colleagues on evolving legal and business issues and opportunities for prominent clients around the world. It's a place to build a rewarding career by tackling new challenges; being appreciated, included, and supported; and creating lasting connections.

With approximately 850 lawyers on three continents, more than 80 practice and industry service areas, and strong cultural ties to its 17 locations, O'Melveny is a global law firm with a local feel. At our core, you'll find a dedication to excellence, a drive to lead and innovate, and a deep sense of civic responsibility.

So, tell us. What do you want to achieve? Visit us at www.omm.com; learn more in our firm at-a-glance; and find us on LinkedIn, Facebook, Instagram, and YouTube.

O'Melveny has an immediate opening for a User Support Analyst in our Silicon Valley office.

The salary range in CA for this role is $85,000 - $100,000 and represents the firm's good faith minimum and maximum range for this role at the time of posting. The actual compensation offered to a candidate will be dependent on a variety of factors including, but not limited to, the candidate's experience, qualifications, and location.

Responsibilities Include

• Provide second-level support on escalated issues from the Help Desk, ability to escape problems to Analysts, Programmers, Operations or Engineers when necessary, assisting with information gathering and problem solving of escalated hardware and software support issues.
• Assist the videoconference team with video and sound checks before meetings, bridging complex multi-location meetings, and provide support for collaboration technologies in the office, such as Zoom and Teams
• Assist IT Training Team with conducting new hire training, as necessary.
• Participate in projects to deploy new technology, such as PC upgrades, and special events, such as server room maintenance. These projects often take place on the weekends or after hours.
• Image computers, configure IP telephones, move and install printers.
• Install routine firmware updates on computers and docking stations.
• Perform asset tagging and hardware inventory maintenance, including the preparation of loaning of computer equipment.

Qualifications

• Minimum of 5 years software and hardware experience in a team-oriented IT structure.
• Experience with various models of desktops/laptops/iPad/iPhone/MAC, HP, Canon and Xerox printers, installing, moving and configuring computer and telephone hardware is preferred.
• Must have advanced knowledge and experience troubleshooting MS Office 365 Suite, Windows 11 in a wired/wireless network environment, Active Directory, NetDocuments or other document management system, Intapp Time, internet, intranet, telephone, voicemail/Cisco Systems/Cisco IP Phones, Extension Mobility, email, and proprietary applications.
• Prefer experience with setting up videoconferences, understanding video bridging, and technical-level understanding of collaboration technologies, such as Zoom and Teams.
• Prefer experience with delivering presentations, public speaking, or training classes.
• Knowledge of Microsoft SCCM, Citrix XenApp, Microsoft Terminal Services, VMware Horizon, and other remote access technologies are preferred.
• Microsoft Windows Defender, GlobalProtect, and other personal firewall software experience is preferred.
• Experience with using help desk ticketing systems is preferred.
• Microsoft A+ certification is a plus.
• A four-year degree or equivalent preferred

Successful Candidates Will Also Possess The Following

• Exceptional customer service and solution focus
• Strong analytical and technical troubleshooting skills
• Excellent written and verbal communication skills
• Strong work ethic, attention to detail and punctuality
• Creativity and an ability to collaborate with others effective collaboration skills.
• A sense of urgency for incident resolution
• An ability to multitask and prioritize in a fast-paced environment.
• The ability to work under minimal local supervision, independently, and as a member of a project team.
• Experience communicating with senior or executive-level managers.
• An ability to adjust the work schedule as needed for on-call support or overtime.

We offer an excellent salary and benefits package.

EOE M/F/D/V. No phone inquiries please.