Support Specialist III

About the role

Orrick currently has an excellent opportunity for a Support Specialist III in the Houston, TX office. This position requires full-time in-office attendance. The ideal candidate is a creative, high-energy individual who thrives in professional services environments and loves working with smart, dynamic, collaborative teams.

Responsibilities

• Provide technical/customer service to attorneys and staff on all Firm computer systems
• Work on special projects as defined by the Team Lead, IT manager, or Regional Head of IT Services
• Comply with the Firm’s IT policy and procedures, risk management, HR policies, respect in the workplace, and Firm and client confidentiality
• Provide a high level of professionalism and customer service to all attorneys, staff, and guests
• Submit, resolve, and follow up on incident tickets for all IT work requests
• Escalate to the service desk, Team Lead, IT manager, or Regional Head of IT Services if it cannot be resolved promptly or assistance is needed
• Process new hires, issue equipment, program phone extensions, set up new hire offices, or issue equipment to fully remote workers
• Assist with onboarding, including accounting for and issuing access security cards if required by office operations
• Process departures according to IT guidelines, retrieve equipment, and backup data
• Account for all departed user assets in ServiceNow
• Responsible for imaging laptops, maintenance and repair, critical BIOS and software updates, and troubleshooting laptop issues
• Issue and account for loaner computers and devices as needed
• Provide video conference support, including troubleshooting, maintenance, repair, service calls, and upgrading hardware and firmware
• Support onsite marketing and client-sponsored events onsite
• Set up and assist depositions and war rooms, and may request offsite trial support as needed
• Provide onsite and/or remote support to other offices as needed for coverage
• Assist in other duties and projects as requested in line with the scope of responsibilities

Qualifications

The ideal candidate will have a minimum of five years of experience in IT support or Service Desk support, with general proficiency in Microsoft Windows, Apple MacOS, Apple iOS, and Androids, as well as Microsoft Suite of Products.

• Understanding of Network and IoT
• Ability to effectively present and communicate information to management and other Firm personnel
• Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization and/or specific direction exists
• Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form
• Ability to effectively and efficiently coordinate multiple, simultaneous projects with multiple vendors and other Firm personnel in a dynamic, evolving environment
• Must be able to provide clear leadership and guidance to the Firm concerning implementing, managing, and supporting the systems for which you are responsible
• Ability to adapt to flexible work hours, and travel occasionally on a 24x7 basis, as necessary to meet the business requirements of the Firm

Benefits

Orrick offers a comprehensive, competitive, and thoughtful total compensation package, including:

• Expected salary range: $63,000 - $85,000
• Annual discretionary merit bonus
• Elective health benefits, including medical, dental, vision, and life
• Robust mental well-being programs
• Child, family, elder, and pet care benefits
• Short- and long-term disability and industry-leading parental leave benefits
• Health savings account contributions (with applicable medical plan)
• Flexible spending accounts
• 401K program
• Compensated time off through our Paid Time Off program and paid holidays