End User Support Technician

Join to apply for the End User Support Technician role at Morrison Foerster

Join to apply for the End User Support Technician role at Morrison Foerster

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This range is provided by Morrison Foerster. Your actual pay will be based on your skills and experience — talk with your recruiter to learn more.

$67,000.00/yr - $93,000.00/yr

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

Join MoFo as a END USER SUPPORT TECHNICIAN on our Information Technology team!

This role is based in San Diego.

ABOUT THE ROLE

The End User Support Technician facilitates technology equipment needs for the Los Angeles office, including hardware setups, moves/adds/changes, workstation deployment and coordination, phone support, mobile device support, printer support, and computer imaging. Assists with trial and offsite set up and support when necessary. Assists with video and audio conferences and ensures the conference rooms are in good working order. Works closely with Reception and Epiq staff.

Ensures client service and satisfaction are attained in all areas of position.

• Provides in-depth troubleshooting and issue resolution for desktop applications. Ensures problem solving and solutions reflect understanding of software and hardware integration and functioning. Uses firm and vendor provided knowledge bases as well as other resources to research and resolve issues. Shares knowledge gained with others in Information Technology throughout the firm
• Responds to requests for conference room technology, ensuring seamless service that anticipates users’ needs and priorities. Coordinates with Reception and Epiq staff to ensure needs are identified and addressed. Provides ongoing guidance and training to Reception and Epiq staff to assist them in supporting routine Conference Center technology needs and questions.
• Provides support for specific hardware such as desktop and notebook computers, system peripherals, mobile devices, wireless connectivity, and printers. Understands setup, configuration, and use of dual monitor displays and other specialized hardware configurations.
• Deploys workstations to ensure client service and user needs are met, addresses requests promptly, with sensitivity to business priorities and individual perspectives.
• Ensures workstations are configured to meet client and user needs; probes beyond stated situation to ensure detailed assessment of user needs; anticipates future needs based on past transactions.
• Provides desk-side support and training that focuses on critical core applications and specific user needs or situations as required.
• Ensures users are fully trained to work remotely, with wireless, etc. and to respond to potential service or connectivity issues.
• Logs technical support incidents and requests into the ticket management system from live calls, email, and voice mail systems. Monitors support center incidents assigned to the team to ensure department service levels are met for responding to and resolving incidents. Provides updates to incidents indicating acted upon resolution and communication to user.
• Participates in and, as designated, coordinates upgrades to hardware, including swapping out hardware, tracking upgrade status, communicating with users, following through on questions, etc.
• Participates in team on-call rotation and may need to be reachable via firm-provided mobile device outside of standard working hours as needed.
• Provides hands on hardware support for special programs, projects, off-site trials,
• Provides setup and support of trial/off site infrastructure (routers, switches, and servers).

Audio Visual Meetings & Events Support

• Provides high-quality customer service for all audio/visual events and end-user client hardware requests.
• Works with the Stakeholders, Reception, and Epiq, to provide comprehensive audio/visual support for meetings and events, including setup, testing, operation, and removal of AV equipment, the configuration of the conference room and event spaces, and audio or video conferencing needs.
• Performs…