Support Center Analyst

Overview

• At MoFo, we couldn’t write our own success story without yours. Ready to write your story?
• Join MoFo as a SUPPORT CENTER ANALYST on our Information Technology Team!
• This role can be based in Miami, Boston, or New York.

ABOUT THE ROLE

The Support Center Analyst is responsible for providing Firmwide first-line support, system administration, and problem resolution for hardware and software applications. Works with other Support Center Analysts to maintain Support Center documentation and the ticket management database. Collaborates with management to maintain service levels and improve service techniques. Ensures client service and satisfaction are achieved in all areas of the position.

Provide timely technical support via phone, email, and voicemail, adapting instructions for non-technical users.

Log, troubleshoot, resolve, and escalate incidents and service requests through ServiceNow, resolving issues within 15 minutes when possible.

Access and maintain system administration tools to support users and Level 2/Level 3 teams.

Maintain Support Center knowledge base documentation, ticket records, and technical knowledge.

Build positive client relationships, identify user needs, and ensure quality service.

Generate weekly and special reports and distribute IT Bulletins and system notifications.

Manage user onboarding, offboarding, account transfers, and Microsoft Exchange distribution lists.

Administer Azure Active Directory, ADUC, MECM, Microsoft Entra ID, MFA, and Intune to support user accounts and mobile devices.

Manage SPAM emails through Mimecast and monitor cybersecurity alerts using LogRhythm and MS ATA.

Perform WAN Restoration testing across US, Europe, and Asia Pacific regions.

Assist with product QA testing, Support Center projects, and process improvements.

Collaborate with Support Center Analysts, management, and other support teams to maintain service levels and resolve technical issues.

ABOUT YOU

• High School Diploma or GED required; AA degree in Computer Information Systems, Computer Science, or equivalent IT certification is a plus.
• Knowledge of Windows 11 Enterprise, MS Office 365, and Remote Access technologies (VPN, RDP, AVD, wireless, and mobile).
• Prior client service experience with strong customer service skills.
• Knowledge of PowerShell, legal document software, and System Administration is a plus.
• Strong analytical, problem-solving, and organizational skills.
• Proactive, collaborative, and solution-oriented with strong accountability and initiative.
• Excellent oral and written communication skills; ability to work effectively with all levels of personnel.
• Rotational weekly on-call availability required during weekends and after hours.

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.

New York salary range: $70k to $99k

Boston salary range: $67k to $93k

Miami salary range: $63k to $87k

For questions regarding this position, please e-mail [email protected]