End User Support Analyst in Washington, District of Columbia at Morrison & Foerster LLP
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Job Description
Locations: Washington, District Of Columbia; Austin, Texas; Boston, Massachusetts; Denver, Colorado; Los Angeles, California; Coral Gables, Florida; New York, New York; Palo Alto, California; San Diego, California; Washington, District Of Columbia; Seattle, Washington
Req ID: 6165
Position Type: Information Technology
Job Overview
At MoFo, we couldnt write our own success story without yours. Ready to write your story?
Join MoFo as a END USER SUPPORT ANALYST on our Information Technology Team!
This role is based in Washington, D.C.
https://www.mofo.com/offices
ABOUT THE ROLE
As an End User Support Analyst, youll be on the front lines of our technology experiencetroubleshooting applications and hardware, guiding issues from first report to full resolution, and making sure attorneys and staff have the tools they need to succeed. Youll support everything from day-to-day tech needs to high-stakes offsite meetings and trial setups, working closely with IT teams, colleagues, and vendors across the firm. If youre driven by collaboration, precision, and top-tier client service, this role puts you at the center of it all.
End User Support
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.
ABOUT YOU
- 2+ years of end-user, service desk, or desktop support experience, with 45 years of PC hardware and software knowledge; Windows support experience required and macOS experience preferred.
- Working knowledge of Microsoft 365, common business applications, ServiceNow, and basic LAN/WAN, server, Wi-Fi, VPN, and DNS concepts.
- Law firm or professional services experience preferred.
- Strong customer service and communication skills, with the ability to explain technical concepts clearly to non-technical users.
- Proactive, solution-oriented approach with strong accountability, ownership, independent judgment, and a focus on client satisfaction.
- Strong troubleshooting and problem-solving skills, with the technical aptitude to quickly learn new applications and technologies.
- Highly organized and detail-oriented, with the ability to follow instructions accurately, manage multiple priorities, and meet competing deadlines.
- Ability to work effectively in a fast-paced, service-oriented environment and remain professional under stressful or demanding client requirements.
- Reliable, dependable, and responsive, with flexibility to work overtime or adjust work schedules as needed.
- Ability to lift up to 25 pounds.
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
- Inclusion + Engagement: https://www.mofo.com/community/we-at-mofo
- Commitment to Pro Bono: https://www.mofo.com/community/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.
Where required by law, salary ranges are stated below. Additional compensation may include a discretionary bonus, overtime as applicable, health/welfare benefits, retirement contributions, paid holidays, and PTO. The range displayed is specifically for positions performed in those cities/states and may vary based on factors including but not limited to the following: local market data and ranges; an applicant's skills and prior relevant experience; and certain degrees, licensing, and certifications. We will consider qualified applicants with criminal histories in a manner consistent with all applicable federal, state, and local laws, including Fair Chance Laws and Ordinances.
Washington, D.C. salary range: $76k to $106k
For questions regarding this position, please e-mail jobs@mofo.com
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.