End User Support Analyst

Morrison & Foerster, LLP•Boston, MA

51d

About The Position

The End User Support Analyst, directed by departmental objectives and priorities, troubleshoots application and hardware issues and provides solutions from inception to successful resolution. Provides support for attorneys and staff for all technology-related needs. Performs offsite meeting and/or trial-site setups and support as needed. Collaborates closely with firmwide and office-based Information Technology groups, attorneys, staff, and vendors. Ensures client service and satisfaction are attained in all areas of the position.

Requirements

College coursework in Information Systems Technology preferred.
Five years of PC hardware/software experience with understanding of LAN/WAN and server concepts.
Strong knowledge of Windows OS and Microsoft Office (Word, Outlook, Excel, PowerPoint).
Ability to assess issues, anticipate needs, and provide proactive, client-focused solutions.
Effective decision-making based on assessing information and potential outcomes.
Strong organizational skills with the ability to prioritize and manage multiple deadlines.
Flexibility with work hours and ability to lift up to 25 pounds.

Nice To Haves

Relevant, recent technical certifications preferred.
Experience in a law firm or professional services environment desirable.

Responsibilities

Provide advanced troubleshooting for desktop applications, operating systems, and hardware, using research tools and knowledge bases to resolve issues.
Support desktops, laptops, peripherals, smartphones, printers/MFPs, and specialized hardware configurations such as dual monitors.
Log, manage, and document support tickets, ensuring timely responses, clear communication, and user satisfaction throughout the resolution process.
Deliver desk-side and virtual training on firm-standard and specialized hardware and software.
Assist with user account creation, modification, and maintenance across firm systems in accordance with established procedures.
Collaborate with IT teams, vendors, and application owners on complex issues; support infrastructure tasks, participate in projects, and adhere to change management protocols.
Provides software/hardware support and troubleshooting for programs, meetings, trials, etc., working off-site as required.
Provides setup and support of trial/off site infrastructure (routers, switches, and servers).
Support and maintain conference room technology; schedule and monitor video/audio conferences; ensure seamless hardware setup for new hires and office moves; and assist with hardware upgrades, including equipment swaps and user communication.

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.

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