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

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 Foundation
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
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
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)
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

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
Affinity groups, networks, and coalitions for lawyers and staff

Global Technology Support Analyst

Key skills