User Support Assistant

Customer Support/Service, Customer Support/Service, Hardware Administration, Inventory Management, Customer Relations, Documentation, Audiovisual, Technical Support, Operational Support, Help Desk, Washington D.C.: For all positions based in the Washington, D.C. office, residency within Washington D.C., Maryland or Virginia and within a reasonable commutable distance to the assigned office is required depending on the firm’s discretion and the nature of the role.

Los Angeles and San Francisco Offices: For all positions based in the Los Angeles and San Francisco offices, residency within the state of California and within a reasonable commutable distance to the assigned office is required depending on the firm’s discretion and the nature of the role., The User Support Assistant will contribute to the User Support Team by providing onsite exceptional internal client service to users. Specifically, the User Support Assistant will be responsible for multiple AV setups and handoffs on a daily basis where customer service is a priority. The User Support Assistant will assist users with basic hardware support which could at times be internal client facing. Additionally, the User Support Assistant will participate in IT projects and support the general operations of the team which will include assisting with tasks as necessary such as helping with inventory management, building and installing technical equipment, or documenting., * Prepare and provide equipment to attorneys and professional staff as necessary.

• Open, close and keep current all help desk tickets in the tracking system.
• Provide mobile device support.
• Maintain and continuously expand strong working knowledge of current Firm-supported and future technologies and software to provide technically accurate solutions to end-users.

AUDIO VISUAL SUPPORT

• Perform setups (any necessary equipment for meetings including microphones and confidence monitors) and hand-offs of AV meetings to end users and handle troubleshooting when necessary.
• If requested, remain in the conference room to monitor and assist with any aspects of the meeting.
• Coordinate with attorneys and professionals to setup presentations for meetings.
• Perform mic testing and level setting prior to meetings.

OTHER

• Assist with the Firm’s inventory of equipment and software.
• Assist with software patching efforts.

Tools

• Computer
• Telephone
• Printer, Fax, Scanner, Photocopier, Shredder
• Software systems, particularly:
• Help Desk Ticketing/Tracking Software
• MS Office 365 Suite (especially MS Word)
• Mobile Device Management software
• Legal specific software tools and applications
• Legal specific macro packages
• RingCentral and Microsoft Teams phone systems

• Microsoft Teams, Zoom, WebEx, and other virtual meeting platforms

• Remote work technologies
• Document management systems
• Other hardware/software as required

• High school diploma or GED.

• Strong written and verbal communication skills.
• Ability to deliver excellent customer service, taking initiative and ownership in resolving tickets.
• Ability to take direction and assignments from several individuals.
• Ability to work under the pressures of a dynamic and fast-paced environment.
• Ability to work extended hours, nights, weekends, and non-traditional business hours during the week.
• Ability to develop effective working relationships with all levels of personnel.
• Ability to quickly learn and retain knowledge of new technology and software.
• General understanding of telecommunications infrastructure and operations.

Physical Demands

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

Salary Range: $29.00/hour ($60,320.00 annually) *

*The salary range is the one that Munger, Tolles & Olson LLP reasonably expects to pay for this position. The salary range does not guarantee, obligate, nor set expectations of an applicant’s wage in the event of hire. The posted range is only one component of Munger, Tolles & Olson LLP’s Total Rewards package., The User Support Assistant role is an amazing opportunity available on our team of professionals at Munger, Tolles & Olson, LLP! We offer competitive pay, benefits and an opportunity to make an impact in today’s world.

Munger, Tolles & Olson has topped The American Lawyer’s A-List a record twelve times, and maintains the highest average A-List ranking in the history of the award.

We strive to hire only the most qualified and creative lawyers. We believe that clerkships provide valuable experience. In this regard, nearly 75% of our lawyers and over 80% of our litigators served as law clerks to federal or state judges and sixteen attorneys were clerks to U.S. Supreme Court Justices. We recruit and retain the best professional talent to support our Attorneys with a focus on service and excellence. We have a full spectrum of functional positions including Information Technology, Information Security, Accounting, Human Resources, Legal Support, and Marketing.