User Support Analyst

3 weeks ago

San Francisco, United States ESP Legal Full time

*This position is on-site in San Francisco and requires Nights & Weekends*

*Wed. - Fri., 3:00p - 12:00a PT*

*Sat. and Sun. 12:00p - 9:00a PT*


The User Support Analyst I – Weeknights and Weekends provides internal concierge level end-user support at an office location or remotely via telephone. The User Support Analyst I is part of the Help Desk call rotation for the entire Firm. Additionally, the User Support Analyst I may be asked to assist remote engineers with tasks in the office.


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.
  • Provide mobile device support.
  • 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
  • Printer, Fax, Scanner, Photocopier, Shredder
  • Help Desk ticketing systems
  • Inventory tracking software
  • MS Office 365 Suite (especially MS Word 365)
  • Mobile Device Management software
  • Legal specific macro packages
  • Cloud communications and collaboration (MS Teams, RingCentral, Zoom, or similar)
  • SharePoint Online
  • Citrix/VPN
  • iManage (or similar document management systems)
  • Other hardware and software as required.


MINIMUM JOB QUALIFICATIONS

  • High school diploma or GED.
  • 2-4 years of experience with large (>300 users) environments.
  • Strong written and verbal communication skills.
  • Ability to travel up to 10% of the time, at times to remote locations with little notice.
  • Ability to work under the pressures of a dynamic and fast-paced environment.
  • Ability to work extended hours, nights, weekends, non-traditional business hours during the week and rotating on-call duties.
  • Regular schedule is one of the following:
  • Ability to develop effective working relationships with all levels of personnel in a time-sensitive, high-pressure environment.
  • Strong telephone support skills.
  • Ability to learn and retain knowledge of new technology and software quickly.
  • General understanding of telecommunications infrastructure and operations.


Physical Demands

Writing, typing, reading, speaking, hearing, seeing, sitting, bending, reaching, lifting up to 50 lbs.

Working Conditions

Quiet office environment in a high-rise building, seated the majority of the time.


COMPETENCIES

  • Communicates effectively: Developing and delivering multi-mode communications that convey a clear understanding of the unique needs of different audiences.
  • Being resilient: Rebounding from setbacks and adversity when facing difficult situations.
  • Collaborates: Building partnerships and working collaboratively with others to meet shared objectives.
  • Instills trust: Gaining the confidence and trust of others through honesty, integrity, and authenticity.
  • Customer focus: Building strong customer relationships and delivering customer-centric solutions.
  • Drives results: Consistently achieving results, even under tough circumstances.
  • Situational adaptability: Adapting approach and demeanor in real time to match the shifting demands of different situations.
  • Interpersonal Savvy: Relating openly and comfortably with diverse groups of people.
  • Self-Development: Actively seeking new ways to grow and be challenged using both formal and informal development channels.
  • Tech Savvy: Anticipating and adopting innovations in business-building digital and technology applications.

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