User Support Analyst I (Weeknights & Weekends)

Munger, Tolles & Olson LLP; San Francisco (CA); On-site; USD 52,348 - 54,415; Full time

Job summary

Munger, Tolles & Olson LLP is seeking a User Support Analyst I to cover weeknights and weekends in our San Francisco office. This role provides essential IT support, ensuring smooth operation of the firm’s systems after hours.

The position is full-time, non-exempt, on-site with a Wednesday–Friday 3 PM–12 AM and Saturday–Sunday 12 PM–9 PM schedule. California residency is expected for SF-based roles, with competitive pay and benefits.

Qualifications

• Ability to work extended hours, nights, weekends and rotating on-call duties.
• 2–4 years of experience in large (>300 users) environments.
• Ability to quickly learn new technology and software.
• General understanding of telecommunications infrastructure.

Responsibilities

• Provide first and second level technical support for firm computers, communications and collaboration systems.
• Prepare and provide equipment to staff as necessary.
• Open, close and maintain help desk tickets in the tracking system.
• Follow up to ensure prompt resolution of operating problems.
• Maintain knowledge of current and future technologies to provide accurate end-user solutions.
• Provide after-hours escalation support as part of rotating schedule.
• Assist with firm inventory of equipment and software.
• Assist with software patching and conference room A/V setup.
• Provide Smart-hands assistance to engineering team.

Skills

Experience with large environments

Ability to learn new technology

Telecom knowledge

Customer service

Tools

ServiceNow Help Desk

MS Office Suite

Mobile Device Management

DocXTools

Ring Central

SharePoint

Microsoft 365

Citrix/VPN

iManage

Job description

User Support Analyst I (Weeknights and Weekends)

Position Type: Full Time

Non-exempt

On-site (in-office)

Wednesday to Friday 3 PM - 12 AM (PST) (MIDNIGHT); Saturday to Sunday 12 PM - 9 PM (PST)

Location: SF

Residency Requirements:

Washington D.C.: For all positions based in the Washington, D.C. office, residency within Washington D.C., Maryland or Virginia and within a reasonable commutable distance to the assigned office is required depending on the firm\'s discretion and the nature of the role.

Los Angeles and San Francisco Offices: For all positions based in the Los Angeles and San Francisco offices, residency within the state of California and within a reasonable commutable distance to the assigned office is required depending on the firm\'s discretion and the nature of the role.

Salary Range: $38.00/hour - $39.50/hour (79,040.00 - $82,160.00 annually) *

*The salary range is the one that Munger, Tolles & Olson LLP reasonably expects to pay for this position. The salary range does not guarantee, obligate, nor set expectations of an applicant’s wage in the event of hire. The posted range is only one component of Munger, Tolles & Olson LLP’s Total Rewards package.

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Are you energized by solving technology challenges and delivering exceptional customer service?

Join our team as a User Support Analyst I (Weeknights and Weekends) and be the go-to technology expert when employees need support most.

As a User Support Analyst I (Weeknights and Weekends) you\'ll keep the firm running smoothly after hours by delivering exceptional IT support and solving technology challenges in real time.

If you\'re energized by fast-paced problem-solving and exceptional customer service, we want to hear from you.

Job Functions & Responsibilities

HELP DESK SUPPORT

• Provide first and second level technical support and guidance to users of the Firm’s computers, communications and collaboration systems, and other technical systems.
• Prepare and provide equipment to Firm staff as necessary.
• Open, close and keep current all help desk tickets in the tracking system.
• Follow up to ensure the prompt resolution of operating problems.
• Maintain and continuously expand strong working knowledge of current firm-supported and future technologies and software to provide technically accurate solutions to end-users.

AFTER HOURS SUPPORT

• Provide after-hours or escalation support as part of a regular, rotating schedule, and occasionally, on short notice.

OTHER

• Assist with the Firm’s inventory of equipment and software.
• Assist with software patching efforts.
• Work with conference room A/V equipment utilizing conferencing software.
• Provide Smart-hands assistance to engineering team.

Tools

Computer

Software systems, particularly:

• ServiceNow Help Desk Ticketing/Tracking Software (or similar)
• MS Office Suite (especially MS Word)
• Mobile Device Management software
• DocXTools Suite
• Cloud communications and collaboration (Ring Central or similar)
• SharePoint
• Microsoft 365
• Citrix/VPN
• iManage (or similar)

Other hardware/software as required

Qualifications & Skill Requirements

• Ability to work extended hours, nights, weekends, non-traditional business hours during the week and rotating on-call duties. Regular schedule is Monday to Friday 3PM (PST) to 12 AM (PST) (Midnight) and Saturday to Sunday 12 PM (PST) to 9 PM (PST).
• 2-4 years of experience with large (>300 users) environments.
• Ability to learn and retain knowledge of new technology and software quickly.
• General understanding of telecommunications infrastructure and operations.
• Precedent-Setting Cases: Clients turn to us for groundbreaking cases that demand creative thinking.
• Resourceful Deployment: When the stakes are high, we can mobilize an “army of trial lawyers”.
• High-Profile Representation: We represent major entities such as Bank of America, Edison International, Oaktree Capital Management, PG&E, and Berkshire Hathaway.

Our Exceptional Attorneys:

• Clerkship Experience: Nearly 75% of our lawyers and over 80% of our litigators have clerked for federal or state judges.
• Varied Backgrounds: Our attorneys bring additional dimensions to client service. Some honed their skills as assistant U.S. attorneys, while others hold advanced degrees in fields like physics, engineering, and medicine.

The User Support Analyst I (Weeknights and Weekends) role is an amazing opportunity available on our team of professionals at Munger, Tolles & Olson, LLP! We offer competitive pay, benefits and an opportunity to make an impact in today’s world.

For full details of the position and for information on other job opportunities, please visit our website at www.mto.com

About Munger, Tolles & Olson

Munger, Tolles & Olson has topped The American Lawyer’s A-List a record eleven times and maintains the highest average A-List ranking in the history of the award.

We strive to hire only the most qualified and creative lawyers. We believe that clerkships provide valuable experience. In this regard, nearly 75% of our lawyers and over 80% of our litigators served as law clerks to federal or state judges and sixteen attorneys were clerks to U.S. Supreme Court Justices. We recruit and retain the best professional talent to support our Attorneys with a focus on service and excellence. We have a full spectrum of functional positions including Information Technology, Information Security, Accounting, Human Resources, Legal Support, and Marketing.

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Munger, Tolles & Olson LLP (MTO) does not accept unsolicited resumes from 3rd parties or agencies. Any unsolicited resumes and profiles received from 3rd parties or agencies will be considered property of MTO and no fees will be due or paid. If you wish to become an approved Agency with MTO, please contact a member of the MTO Talent Acquisition Team.

EEO / Diversity

The firm is committed to equal opportunity and diversity in its hiring practices. We welcome applications from all backgrounds.

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We are a talent-first Firm and are always looking for great people. We encourage you to apply even if the level of this position is not an exact match to your qualifications. This may not guarantee your placement into the opening; however, it is always worth exploring if there is an opportunity for the future.

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Munger, Tolles & Olson LLP (MTO) does not accept unsolicited resumes from 3rd parties or agencies. Any unsolicited resumes and profiles received from 3rd parties or agencies will be considered property of MTO and no fees will be due or paid. If you wish to become an approved Agency with MTO, please contact a member of the MTO Talent Acquisition Team.