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About the Role
The Support Center Analyst provides Firmwide first-line support, system administration, and problem resolution for hardware and software applications. This role collaborates with other analysts to maintain documentation and the ticket management database, and works with management to improve service techniques and ensure client satisfaction.
Responsibilities
- 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.
Requirements
- High School Diploma or GED required.
- Prior client service experience with strong customer service skills.
- 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.
Skills
- Windows 11 Enterprise
- MS Office 365
- Remote Access technologies (VPN, RDP, AVD, wireless, and mobile)
- PowerShell
- Legal document software
- System Administration
- Azure Active Directory
- ADUC
- MECM
- Microsoft Entra ID
- MFA
- Intune
- Mimecast
- LogRhythm
- MS ATA
- ServiceNow
Location
- Miami
- Boston
- New York
Work Type
- Onsite
Education Level
- AA degree in Computer Information Systems, Computer Science, or equivalent IT certification is a plus.
Salary/Compensations
- New York salary range: $70k to $99k
- Boston salary range: $67k to $93k
- Miami salary range: $63k to $87k
Benefits
- Variety of options for medical, dental, vision, life and disability coverage
- 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
- Birthday holiday
- Education reimbursement annually
- Dedicated Talent Development team
- Competitive annual profit-sharing contribution
About the Company
- 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