Senior Office Technology Specialist

Position Summary

The Cooley Technology department is a service organization focused on customer service excellence. The Senior Office Technology Specialist will be evaluated on their ability to serve clients effectively alongside their technical and operational responsibilities.

Position Responsibilities

• Use ticketing system to track hardware, software, telephone, mobile device, and peripheral problems
• Use User Experience Monitoring application daily
• Install and configure desktop, laptop, and telephone equipment according to firm-defined templates or guidelines
• Assist HR and Facilities with ergonomic equipment setups
• Install, troubleshoot, and maintain new and existing PC peripheral equipment such as printers, scanners, and mobile devices
• Provide on-site technical assistance, including computer setup and breakdown, office moves, printer, scanner, mobile devices, and other technology equipment support
• Participate in pilot groups and perform quality assurance of computer system builds and program deployments and updates
• Enter data into and manage inventory databases to track hardware and software moves, adds/changes, and change forms
• Coordinate change forms for local office technology functions
• Prepare documents, statistical charts, graphs, and spreadsheets as needed
• Set up and maintain conference room audiovisual equipment
• Support video conferencing using web-based conferencing systems and provide on-site technical support for off-site/remote trials or conferences
• Troubleshoot and resolve wireless connectivity for internal and external customers
• Provide support for telephone programming and handset maintenance under direction of OTM
• Provide back-up service desk & technical coverage, as needed
• Troubleshoot and coordinate repairs of hardware and software with vendors
• In the absence of the OTM, act as a liaison for internal and external customers, including local or regional technology management and staff, service desk personnel, and local or regional firm management
• Support colleagues in improving department knowledge and customer service experience

Skills and Experience

• After orientation, proficient in Microsoft Office suite, iManage, and other firm applications
• Available to work overtime, as required
• 4+ years’ applicable and relevant technical experience
• Proficient knowledge of Windows operating systems, including Windows 11
• Working knowledge of MS-Office 365 Suite and higher
• Bachelor’s degree preferred
• Knowledge of Windows Server 2022 and higher
• Basic networking architecture knowledge, including TCP/IP, DHCP, and DNS
• Prior experience working in a law firm or professional services industry
• Experience working in a smaller setting where the technician has ‘worn many technology hats’

Competencies

• Exceptional customer service skills
• Strong analytic and troubleshooting skills for effective customer support
• Effective presentation skills
• Accuracy in data entry maintenance
• Ability to work well with others and maintain efficient systems operations
• Timely completion of work with excellent attention to detail and follow-through
• Ability to work under pressure and tight deadlines
• Proven ability to make decisions and solve problems
• Ability to work in a diverse organization
• Consistent professional communications with attorneys, vendors, administration, and business professionals
• Ability to educate and support colleagues
• Strong verbal and written communication skills
• Ability to organize, prioritize, and coordinate multiple activities
• Team-player with collaborative spirit
• Unwavering ability to handle and maintain confidentiality regarding firm information, projects, client data

Pay and Benefits

The expected hourly pay range for this position with a work schedule of 40 hours per week is $52.50 - $64.00 ($109,200.00 - $133,120.00 annually). Final offer amount will be dependent on geographic location, applicable experience, and skillset of the candidate. Senior level candidates may be considered for this position and would be eligible for a higher salary range based on experience. We offer a full range of elective benefits including medical, health savings account (with applicable medical plan), dental, vision, health and/or dependent care flexible spending accounts, pre-tax commuter benefits, life insurance, AD&D, long-term care coverage, backup care for children and/or adults, and other parental support benefits. In addition to elective benefit options, benefited employees receive firm-paid life insurance, AD&D, LTD, short term medical benefits, 20 days of Paid Time Off (“PTO”), and 10 paid holidays each year. We provide generous parental leave and fertility benefits. New employees will attend a detailed benefit orientation to learn more about our many benefits and resources.