Senior Office Technology Specialist

About the role

Cooley is seeking a Senior Office Technology Specialist to join the Technology Office Operations team.

Responsibilities

• Use of ticketing system to track all customer reports of hardware, software, telephone, mobile device, and peripheral problems
• Use User Experience Monitoring application on a daily basis
• Install and configure desktop, laptop, and telephone equipment in accordance with firm-defined installation 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, as needed
• Actively participate in pilot groups and perform quality assurance of computer system builds and program deployment and updates
• Isolate customer problems with hardware and/or software as first-line support and escalate problem resolution to the OTM or other members of the technology department, as necessary
• Enter data into and manage inventory databases to track information pertaining to hardware and software moves, adds/changes; track all Change Forms relating to new hires, departures, support, transfers, and name changes
• Familiar with Cooley software applications and prepare documents, statistical charts, graphs, and spreadsheets, as needed; coordinate change forms for local office regarding technology functions
• Setup and maintenance of conference room audiovisual equipment; meeting setup and support for video conferencing using web-based conferencing systems; 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
• Educate and support colleagues in an effort to improve the overall department knowledge and customer service experience
• All other duties as assigned or required

Requirements

• After orientation at Cooley LLP, exhibit proficiency in the 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 to include but not limited to Windows 11
• Working knowledge of MS-Office 365 Suite and higher

Qualifications

• Bachelor’s degree (preferred)
• Knowledge of Windows Server 2022 and higher (preferred)
• Basic networking architecture knowledge to include but not limited to TCP/IP, DHCP, and DNS (preferred)
• Prior experience working in a law firm or professional services industry (preferred)
• Experience working in a smaller setting where the technician has ‘worn many technology hats’ (preferred)

Skills

• Exceptional customer service skills
• Strong analytic and troubleshooting skills to allow for effective customer support
• Effective presentation skills
• Accuracy in data entry maintenance
• Ability to work well with others including technicians to maintain efficient systems operations
• Ability to complete work in a timely manner with excellent attention to detail and follow-through
• Work well under pressure and tight deadlines
• Excellent decision-making and problem-solving skills with a proven ability to work in a diverse organization
• Consistent professional communications with attorneys, vendors, administration, and business professionals
• High degree of ability to work with customers to resolve issues
• Ability to work independently, drawing on technology background to tackle technical issues
• 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, and client data

Benefits

• 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
• Firm-paid life insurance, AD&D, LTD, short-term medical benefits
• 20 days of Paid Time Off (“PTO”) and 10 paid holidays each year
• Generous parental leave and fertility benefits
• Detailed benefit orientation for new employees to learn more about benefits and resources

Pay

The expected hourly pay range for this position with a work schedule of 40 hours per week is $53.50 - $65.50 ($111,280.00 - $136,240.00 annually). Final offer amount will be dependent on geographic location, applicable experience, and skillset of the candidate.