Manatt, Phelps & Phillips LLP is a multidisciplinary, integrated national professional services firm known for quality and an extraordinary commitment to clients. The firm’s groundbreaking approach—bringing together legal services, advocacy and business strategy—differentiates Manatt from its competitors and positions the firm to provide a unique and compelling value proposition.

We currently have an opportunity for a Desktop Support Technician for our Los Angeles office.  This position will interface with users, all facets of IT management, and vendors and handle the day-to-day routine maintenance of the office’s PCs, laptops, printers, A/V equipment and software and provide overall technical support to users.

Responsibilities

• Day to day support tasks for attorneys, paralegals, administrative staff, and the firm, with awareness of billable hour impact and practice deadlines

• Utilizing GenAI tools to assist in troubleshooting hardware and software issues

• Applying AI-driven recommendations to streamline support workflows and improve resolution times

• Training end users on approved GenAI productivity tools with emphasis on ethical use

• Internal and legal client project participation and/or involvement

• Collaboration with IT leadership to identify opportunities for AI integration in support processes and end-user productivity processes, security, and compliance

• Serving as a liaison between end users and vendors for GenAI tool configuration and optimization

• Participation in firmwide IT initiatives and projects

• Day to day hook-ups of AV equipment as requested

• Working with Network team as “remote hands” for server room and wiring closet issues and requests

• Ensuring appropriate ticket detail including descriptions, activity logging, and detailed resolutions

• Staying current with emerging GenAI capabilities relevant to desktop support and end-user productivity

• Completion of daily, weekly, and monthly reports; to include, but not limited to time submittal, monthly stock levels, etc.

• Outage communication to leadership as required

• Environmental trend identification and proactive issue detection, particularly for patterns affecting time entry, document access, or deadline-critical systems

• Create and review KnowledgeBase articles for use by human and AI agents, ensuring no confidential client information is included in training materials or examples

• Documenting AI-assisted resolutions for continuous improvement and training purposes

• On call support and oversight during after business hours, weekends, and holidays with attention to billing professionals working around court deadlines and legal closings

• Handles special projects as requested.

• Other duties as assigned.

Qualifications:

• High School diploma required, College degree preferred

• 3 or more years of recent experience working in a technical support department

• Knowledge using Audio Visual equipment

• Microsoft software and Dell/Lenovo hardware experience

• Understanding of data privacy and security considerations when using traditional and AI tools

• Knowledge of VPN, PDAs, other related technologies

• Must work well under pressure, meeting multiple and at times conflicting deadlines

• Previous law firm experience strongly preferred

• HDI and Microsoft certifications preferred

• Experience using GenAI tools in a professional IT support context preferred

• Ability to evaluate AI-generated suggestions critically and apply them appropriately preferred

• Proven track record of Customer Satisfaction

• Ability to lift 50 pounds

• Must be able to commute to office Monday through Friday

The base annual pay range for this role is between $60,000-$85,000. The base pay to be offered will vary and depend on skills and qualifications, experience, location and will also take into account internal equity.  A full range of medical, financial and/or other benefits dependent on the position will also be offered.

EEO/AA EMPLOYER/Veterans/Disabled

Manatt is an equal opportunity employer, dedicated to a policy of non-discrimination in employment on any basis including race, color, physical or mental disability, religion, creed, national origin, citizenship status, ancestry, sex or gender (including gender identity, gender expression, status as a transgender or transsexual individual, pregnancy, childbirth, or related medical conditions), age (over 40), genetic information, past, current, or prospective service in the uniformed services, sexual orientation, political activity or affiliation, genetic or and any other protected classes or characteristic protected under applicable federal, state, or local law. Consistent with the American Disabilities Act, applicants may request accommodations needed to participate in the application process.

This employer will provide the Social Security Administration  (SSA) and, if necessary, the Department of Homeland Security  (DHS), with information from each new employee’s Form I-9 to confirm work authorization.

IMPORTANT: If the Government cannot confirm that you are authorized to work, this employer is required to provide you written instructions and an opportunity to contact SSA and/or DHS before taking  adverse action against you, including terminating your employment. 

Employers may not use E-Verify to pre-screen job applicants or  to re-verify current employees and may not limit or influence the  choice of documents presented for use on the Form I-9. In order to determine whether Form I-9 documentation is valid,  this employer uses E-Verify’s photo screening tool to match the photograph appearing on some permanent resident and employment authorization cards with the official U.S. Citizenship and Immigration Services’ (USCIS) photograph. If you believe that your employer has violated its responsibilities under this program or has discriminated against you during the verification process based upon your national origin or citizenship status, please call the Office of Special Counsel at 1-800-255-7688 (TDD: 1-800-237-2515).