Senior Technology Support Analyst
Morgan, Lewis & Bockius LLP, one of the world’s leading global law firms, with offices in strategic hubs of commerce, law, and government across North America, Asia, Europe, and the Middle East, is seeking a Senior Technology Support Analyst to support desktop/laptop computer systems of a moderate to complex nature to ensure end-user productivity and efficiency.Reporting to the IT Manager, the Senior Technology Support Analyst provides advanced, high-touch technical support to attorneys, executives, professional staff, and other firm personnel. The role combines strong troubleshooting skills with independent ownership, sound judgment, and consistent follow-through. This position serves as a senior technical resource for the support team and is expected to resolve complex issues, coordinate across IT groups, mentor colleagues, and ensure work is carried through to completion.This position will reside in the Philadelphia office and will work a daily schedule of 9:00 am – 5:30 pm ET.Responsibilities Include:Provide advanced support for Windows 11 devices, Microsoft 365 applications, iManage, remote access, printing, peripherals, and firm-standard business applications.Troubleshoot modern identity and access issues involving multifactor authentication, Microsoft Authenticator, Windows Hello for Business, and related tools.Support endpoint provisioning, configuration, encryption, patching, and lifecycle activities using tools such as Microsoft Intune, Windows Autopilot, BitLocker, and related device-management platforms.Provide advanced support for iOS and Android devices, mobile application access, enrollment, compliance, authentication, and secure connectivity.Support Zscaler and other secure access technologies, including troubleshooting connectivity, authentication, policy, and remote-user issues.Take full ownership of incidents and service requests from initial contact through resolution, including timely communication, documentation, escalation, and follow-up.Maintain strong ServiceNow ticket discipline, including accurate categorization, detailed work notes, clear resolution documentation, and proactive review of aging or stalled tickets.Provide calm, responsive support during urgent and high-pressure situations involving attorneys, executives, clients, and critical business activities.Support new-hire onboarding, device readiness, account access, application setup, and first-day technical support.Assist with conference-room technology, Microsoft Teams Rooms, audiovisual equipment, and meeting support when needed.Analyze recurring issues, identify root causes, recommend process improvements, and contribute to knowledge articles and support documentation.Serve as a senior technical resource for the team by mentoring analysts, sharing knowledge, reviewing difficult issues, and helping improve support consistency.Coordinate effectively with infrastructure, identity and access management, security, applications, mobility, networking, and oth...