Global Technology Support Analyst

About Latham & Watkins

Latham & Watkins is a global law firm consistently ranked among the top firms in the world. The success of our firm is largely determined by our commitment to hire and develop the very best and brightest, creating a team that provides our clients with the highest quality of work and service. We are driven by our core values: respect, innovation, and collaboration.  

About the Role

The Global Technology Support Analyst I is an integral part of Latham’s Technology & Information Services team and will be responsible for working in the Global Technology Support Center (GTSC), which operates 24 hours a day, 7 days a week, providing technical support to lawyers, paralegals, and staff via voice, email, and chat media channels, while handling escalations from Technology teams located in each of our global offices. This role will be located in either our Global Services (Downtown Los Angeles), or Manchester office. Please note that this role may be eligible for a flexible working schedule that allows for a hybrid and in-office presence and the working hours will be 7:00 am - 3:00 pm, Monday - Friday. 

Responsibilities & Qualifications

Other key responsibilities include:

• Providing first and second line support to Latham employees using various firm applications and systems, including Windows 10,  Office 365, iManage, Litera Change Pro, Intapp Time (DTE), and Adobe Acrobat
• Logging and tracking all support requests in our Service Management Toolset (ServiceNow)
• Providing Incident Response Management for major incidents experienced across the firm
• Providing remote access support, including wireless connectivity, VPN, and VDI Services
• Supporting mobile collaboration using BlackBerry Work apps
• Protecting and maintaining any highly sensitive, confidential, privileged, financial, and/or proprietary information that Latham & Watkins retains 

We’d love to hear from you if you:

• Demonstrate proficiency in MS Word, including the ability to use styles, automatic paragraph numbering, section breaks, table of contents, footnotes, headers and footers, tables, columns, mail merge, and cross-referencing
• Display proficiency in MS Excel, including the ability to create and edit spreadsheets, create and edit formulas, and data manipulation (sorting, filtering, subtotals, cell concatenation, formatting spreadsheets, and formatting for printer)
• Exhibit proficiency in MS PowerPoint, including the ability to create master slides, format slides, apply animation and special effects, various ways to print slides, and how to insert objects, pictures, and files

And have:

• A high school diploma or an equivalent, preferably a Bachelor’s degree or an equivalent in Computer Science or Information Systems
• Microsoft certifications (Microsoft Office Master), preferably
• ITIL v4 FoundationA certification, preferably
• A minimum of two (2) years of experience working within a technical support function
• Experience working within the ITIL v3 or v4 Framework in a previous role, preferably

Benefits & Additional Information

Successful candidates will not only be provided with an outstanding career opportunity and welcoming environment, but will also be provided with a generous total compensation package with bonuses awarded in recognition of both individual and firm performance. Eligible employees can participate in Latham’s comprehensive benefit program which includes:

• Healthcare, life and disability insurance
• A generous 401k plan
• At least 11 paid holidays per year, and a PTO program that accrues 23 days during the first year of employment and grows with tenure
• Well-being programs (e.g. mental health services, mindfulness and resiliency, medical resources, well-being events, and more)
• Professional development programs
• Employee discounts
• And more!

Additionally, we have a range of diversity programming including Global Affinity Groups. These groups provide a firmwide platform to share experiences and advice as well as an opportunity to participate in a supportive network with common interests to help make life at the firm even better.

Latham & Watkins is committed to diversity, equal opportunity, sustainability, and pro bono legal services. We draw from a remarkable wealth of talent to create one of the world's leading law firms, and advance these commitments through the work of our Global Citizenship department. Our lawyers, paralegals, and professional staff worldwide comprise a rich mixture of different races, ethnic backgrounds, religions, sexual orientations, cultures, and primary languages. Our diversity makes us who we are.

Latham & Watkins LLP will consider qualified applicants with criminal histories in a manner consistent with the City of Los Angeles Fair Chance Initiative for Hiring Ordinance (FCIHO)​.  Please click the link below to review the Ordinance.

Please click here to review your rights under U.S. employment laws. #EntryLevel #LI-EH1

Pay Range

Salary : $75,000 - $85,000