Support Center Analyst (10pm-7am CT) at Morrison & Foerster LLP in Austin, Texas

Job Description:

Morrison & Foerster LLP


ID: 9900
Job Posting Title: Support Center Analyst (10pm-7am CT)
Location: Austin

At MoFo, we couldn’t write our own success story without yours. Ready to write your story?

Join MoFo as a Support Center Analyst on our Information Technology team!

This role is based in Austin
https://www.mofo.com/offices

ABOUT THE ROLE

The Support Center Analyst is responsible for providing Firmwide first line of support, system administration, and problem resolution for hardware and software applications. Works with other Support Center Analysts to maintain Support Center documentation and ticket management database. Works with management to maintain service levels and improve service techniques. Ensures client services and satisfaction are attained in all areas of position.

Technology Services Support Center

• Answer Support Center phones, providing detailed technical support to the user base on a timely basis. Effectively adapt technical instructions to non-technical users.
• Access System Administration tools/systems to assist users and/or local end user support analysts. Assist level 3 teams when admin level access is requested by their team.
• Log incidents and service-requests into the Service-Now ticketing system from live calls, Outlook email and Avaya voicemail.
• Maintain current knowledge of standard supported technology. Proactively seek information to increase knowledge with the assistance of other Support Center Analysts and Support Center Manager.
• Identify the nature of user problems, any loss of service, their impact to the user and the user’s expectations/needs for a resolution. Report any complex situations to the appropriate Level 3 team.
• Establish client relationships and suggest ideas for improving the user relationships. Recognize changing user needs and suggest appropriate action.
• Assist in the maintenance of Support Center KB documentation and ticket management system. Verify accuracy and completeness of documentation.
• Assist in the running of standard weekly reports and create special reports as needed.
• Maintain related distribution lists via Microsoft Exchange Admin console.
• Assist with product QA testing.
• Independently identify and resolve problems in under 15 minutes; identify and forward more complex problems that require more time to second level local support. In turn, they can escalate to level 3 support if further assistance is required from their end.
• Collaborate with a SC project teams, using innovative approaches, in order to optimize efficiency.
• Maintain the Mimecast Admin console in order to manage SPAM emails and send communications to affected users if needed.
• Maintain cybersecurity alerts/notifications, via the LogRhythm system, in order to monitor anomalies and identify any potential threats in a timely manner.
• Maintain Azure Active Directory, ADUC, MECM, and monitor accounts via MS ATA.
• Maintain Blackberry UEM Admin and Intune consoles in order to assist users with their iPhone/iPad devices.
• Provide solutions/work arounds to local level 2 analysts as needed, so that they are up to date with any current issues.
• WAN Restoration testing for all regions (US East Coast, US West Coast, Europe, Asia Pacific).
• On-board/Off-board users and account transfers from one office to another.

ABOUT YOU

• High School Diploma or GED required. AA degree in Computer Information Systems, Computer Science or equivalent IT certification is a plus.
• Knowledge of Microsoft desktop products including Windows 11 Enterprise and MS Office 356.
• Knowledge of Remote Access technologies (Citrix, VPN, RDP, wireless and mobile technologies, etc.)
• Prior experience in a client service position where a high level of customer service skill is required.
• Working knowledge of PowerShell is a plus.
• System Administration experience in this role is a plus.
• Excellent oral and written communication skills in a fast-paced environment. Outstanding verbal communication skills essential.
• Excellent customer service/soft skills and ability to work effectively with all levels of personnel in a team environment.

ABOUT MOFO

At MoFo, we collaborate as one firm, across borders, practice areas, and business functions and value fresh ideas and innovation over conformity and competition.

• About Us: https://www.mofo.com/about
• Diversity + Inclusion: https://careers.mofo.com/careers-diversity
• Commitment to Pro Bono: https://careers.mofo.com/careers-pro-bono
• The MoFo Foundation: https://www.mofo.com/culture/mofo-foundation

ABOUT OUR BENEFITS

MoFo offers a comprehensive benefits package starting on your first day.

• A variety of options for medical, dental, vision, life and disability coverage to meet the needs of you and your family.
• Industry-leading parental leave and family benefits including adoption and fertility treatment options and backup child and elder care.
• Global wellness program, including free access to Talkspace and Calm apps.
• Annual community service day to make an impact on your community and a birthday holiday just for fun.
• Education reimbursement annually.
• Dedicated Talent Development team.
• Competitive annual profit-sharing contribution.

Morrison & Foerster is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, sex, religion, creed, ethnic or national origin, ancestry, age, disability, veteran or military status, marital status, pregnancy, sexual orientation, gender identity, domestic partner status, and other categories protected by applicable laws, or in retaliation for opposition to any practices forbidden under this policy.



Equal employment opportunity, including veterans and individuals with disabilities.

PI266053895

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