Weekend Support Analyst

Summary

Willkie Farr & Gallagher LLP is looking for a Weekend Support Analyst to support the Information Technology department. Willkie is an elite international law firm of approximately 1,200 lawyers located in 15 offices in six countries.

The Weekend Support Analyst will have a minimum of two years' experience in supporting end user equipment in a high volume corporate or law firm environment. The Weekend Support Analyst provides technical support for the business and for end user devices, both hardware/software, including PCs, laptops, IP telephones, and mobile devices. Candidates must be available to work Tuesday, Saturday, and Sunday 7:00 am EST to 7:00 pm EST.

At Willkie, we believe great people are the key to our success. As such, we are offering a highly competitive compensation package with exceptional benefits. If you are looking to work in a friendly, collaborative environment that affords unique opportunities to expand your professional development, this role is for you.

Responsibilities

• Field incoming help requests from end users via telephone and e-mail in a courteous manner
• Ensure all requests from users are logged and escalation procedures are followed
• Maintain problem status/resolution information in ticketing database
• Ensure SLAs are met by reviewing the Help Desk inbox and tickets
• Escalate issues and collaborate with the appropriate IT teams to find resolutions
• Update Help Desk knowledge base with accurate and up-to-date information
• Troubleshoot problems with Windows based workstations, custom applications, email, network and peripheral equipment
• Troubleshoot Android and Apple iOS software issues
• Maintain expert level knowledge of the platform’s operating systems, standard applications, and computer hardware solutions
• Work overtime as required
• Perform other duties as assigned

Qualifications

• College degree required in a technology discipline (preferred)
• Two years' professional experience supporting end user equipment in a high volume corporate or law firm environment
• Must have excellent customer service skills, communication skills and be a team player
• Must possess a solid understanding of PC hardware/peripheral devices, Active Directory, standard operating systems (Windows 7/10) and Microsoft Office applications
• Experience supporting mobile technologies iOS and Android

ADA Requirements

• Ability to sit at a desk most of the working day and walk short distances
• Needs manual dexterity, speed and accuracy in handling office equipment
• Ability to work efficiently and accurately in an atmosphere of frequent interruption
• Ability to work in close proximity to other individuals
• Ability to carry light to moderate objects, e.g., files, small objects and supplies a short distance.
• Must be able to lift, carry and move objects up to 25 lbs.

Employment Status

• Non-Exempt

Pay Range

USD $85,000.00 - USD $100,000.00 /Yr.

Pay Range Statement

The salary range for this role represents the Firm’s good faith and reasonable estimate of the range of possible compensation at the time of posting. Actual compensation will be dependent upon a number of factors, including but not limited to, the candidate’s relevant experience, qualifications and location. Willkie offers a comprehensive suite of benefit programs to all eligible employees. A summary of available benefits can be found here in the Career section of the Firm’s website.

EEO Statement

Willkie Farr & Gallagher is an Equal Opportunity employer. We do not discriminate based upon actual or perceived: race (including hair texture, protective hairstyles and other traits associated with race), color, age, religious creed, citizenship, citizenship status and alienage, nationality, national origin or ancestry, ethnicity or creed, disability, genetic information or medical condition, reproductive health decision making, pregnancy or maternity, paternity, marital or civil partnership status, caregiver status, gender (including gender identity, expression, nonconformity, gender reassignment or status as a transgender individual), sex, sexual orientation or preference, veteran or military status, height, weight, any other characteristic protected by law or any combination thereof. We are committed to providing reasonable accommodations for candidates with disabilities in our recruiting process. If you need any assistance or accommodations due to a disability, please let the hiring manager know.

California Applicants

Pursuant to the City of Los Angeles Fair Chance Initiative for Hiring Ordinance (FCIHO) and the San Francisco Fair Chance Ordinance, we will consider qualified applicants with arrest and conviction records.