Overview
On Site
Hybrid
$75-85K
Full Time
Skills
Technical Support
Microsoft Office
Adobe Acrobat
Service management
Incident management
Remote access
Data manipulation
Computer science
Information systems
Professional development
Project management
Media
LOS
Microsoft Windows
iManage
ServiceNow
Management
Wireless communication
Virtual private network
VDI
Collaboration
BlackBerry
Microsoft Excel
Editing
Animation
Microsoft
ITIL
Health care
Insurance
Job Details
Global Technology Support Analyst
About the Role
The Global Technology Support Analyst I is an integral part of the Technology team. This role will be responsible for working in the Global Technology Support Center ( GTSC ) which operates 24 hours a day, 7 days a week, providing technical support to lawyers, paralegals, and staff via voice, email, and chat media channels, while handling escalations from Technology teams located in each of our global offices. This role will be located in our Global Services office in Los Angeles, CA. Please note that this role may be eligible for a flexible working schedule that allows for a hybrid and in-office presence.
Responsibilities & Qualifications
Other key responsibilities include:
Providing first- and second-line support to the employees using various firm applications and systems, including Windows 10, Office 365, iManage, Litera Change Pro, Intapp Time (DTE), and Adobe Acrobat
Logging and tracking all support requests in our Service Management Toolset (ServiceNow)
Providing Incident Response Management for major incidents experienced across the firm
Providing remote access support, including wireless connectivity, VPN and VDI Services
Supporting mobile collaboration using Blackberry Work apps
We d love to hear from you if you:
Exhibit proficiency in MS Word, including the ability to use styles, automatic paragraph numbering, section breaks, table of contents, footnotes, headers and footers, tables, columns, mail merge, and cross-referencing
Demonstrate proficiency in MS Excel, including the ability to create and edit spreadsheets, create and edit formulas, data manipulation (sorting, filtering, subtotals, cell concatenation, formatting spreadsheets, and formatting for printer)
Display proficiency in MS PowerPoint, including the ability to create master slides, format slides, apply animation and special effects, various ways to print slides, and how to insert objects, pictures, and files
And have:
A High school diploma or an equivalent, with a Bachelor s degree or equivalent in Computer Science or Information Systems, preferably
Microsoft certifications (Microsoft Office Master)
ITIL v4 FoundationA
A minimum of two (2) years of experience working within a technical support function
Experience working within the ITIL v3 or v4 Framework in a previous role
Benefits & Additional Information
Successful candidates will not only be provided with an outstanding career opportunity and welcoming environment, but will also be provided with a generous total compensation package with bonuses awarded in recognition of both individual and firm performance. Eligible employees can participate in the comprehensive benefit program which includes:
Healthcare, life and disability insurance
A generous 401k plan
At least 11 paid holidays per year, and a PTO program that accrues 23 days during the first year of employment and grows with tenure
Well-being programs (e.g. mental health services, mindfulness and resiliency, medical resources, well-being events, and more)
Professional Development programs
Employee discounts
And more!
About the Role
The Global Technology Support Analyst I is an integral part of the Technology team. This role will be responsible for working in the Global Technology Support Center ( GTSC ) which operates 24 hours a day, 7 days a week, providing technical support to lawyers, paralegals, and staff via voice, email, and chat media channels, while handling escalations from Technology teams located in each of our global offices. This role will be located in our Global Services office in Los Angeles, CA. Please note that this role may be eligible for a flexible working schedule that allows for a hybrid and in-office presence.
Responsibilities & Qualifications
Other key responsibilities include:
Providing first- and second-line support to the employees using various firm applications and systems, including Windows 10, Office 365, iManage, Litera Change Pro, Intapp Time (DTE), and Adobe Acrobat
Logging and tracking all support requests in our Service Management Toolset (ServiceNow)
Providing Incident Response Management for major incidents experienced across the firm
Providing remote access support, including wireless connectivity, VPN and VDI Services
Supporting mobile collaboration using Blackberry Work apps
We d love to hear from you if you:
Exhibit proficiency in MS Word, including the ability to use styles, automatic paragraph numbering, section breaks, table of contents, footnotes, headers and footers, tables, columns, mail merge, and cross-referencing
Demonstrate proficiency in MS Excel, including the ability to create and edit spreadsheets, create and edit formulas, data manipulation (sorting, filtering, subtotals, cell concatenation, formatting spreadsheets, and formatting for printer)
Display proficiency in MS PowerPoint, including the ability to create master slides, format slides, apply animation and special effects, various ways to print slides, and how to insert objects, pictures, and files
And have:
A High school diploma or an equivalent, with a Bachelor s degree or equivalent in Computer Science or Information Systems, preferably
Microsoft certifications (Microsoft Office Master)
ITIL v4 FoundationA
A minimum of two (2) years of experience working within a technical support function
Experience working within the ITIL v3 or v4 Framework in a previous role
Benefits & Additional Information
Successful candidates will not only be provided with an outstanding career opportunity and welcoming environment, but will also be provided with a generous total compensation package with bonuses awarded in recognition of both individual and firm performance. Eligible employees can participate in the comprehensive benefit program which includes:
Healthcare, life and disability insurance
A generous 401k plan
At least 11 paid holidays per year, and a PTO program that accrues 23 days during the first year of employment and grows with tenure
Well-being programs (e.g. mental health services, mindfulness and resiliency, medical resources, well-being events, and more)
Professional Development programs
Employee discounts
And more!