Senior Site Support Specialist

About Ropes & Gray

Ropes & Gray is a preeminent global law firm. The firm has been ranked in the top three on The American Lawyer's prestigious A-List for eight consecutive years and #1 on Law.com's UK A-List twice in the past three years—rankings that honor the "best of the best" law firms.

 

The firm has approximately 2,500 lawyers and professionals serving clients in major centers of business, finance, technology, and government in Boston, Chicago, Dublin, Hong Kong, London, Los Angeles, New York, Paris, San Francisco, Seoul, Shanghai, Silicon Valley, Singapore, Tokyo and Washington, D.C.

 

The firm has consistently been recognized for its leading practices in many areas, including asset management, private equity, M&A, finance, real estate, tax, antitrust, life sciences, health care, intellectual property, litigation & enforcement, privacy & cybersecurity, and business restructuring.

 

Ropes & Gray is an equal opportunity employer.

Overview

The Senior Site Support Specialist provides internal customer service, second tier problem-resolution, and advanced desktop troubleshooting for local and remote sites.  The senior specialist leads and participates in special projects as assigned; is responsible and accountable for the overall coordination of projects, technology support, and ancillary IT functions including videoconferencing, telecom, and networking at sites where local expertise is unavailable or requires assistance. 

 

This position is assigned to the Desktop Services Group and takes day-to-day direction from the Desktop Services Supervisor and Senior Manager of Desktop Experience. 

Responsibilities

ESSENTIAL FUNCTIONS:

 

Works with the user community to resolve normal and unusual information system problems or escalates (as defined) in standard operating procedures.

Demonstrates the ability to troubleshoot and resolve more difficult issues based on experience and analysis.

Provides technical support and problem resolution activities across Firm locations.

Builds, QA tests and installs laptops, desktops and related peripherals; investigates hardware problems and performs minor repairs.

Interfaces with vendors and internal IT groups for resolution of telecom, videoconferencing, network, servers, and/or other related hardware problems.

Uses advanced technical tools, resources, and knowledge to meet or exceed performance standards and expectations.

Knowledgeable about the Firm’s total computing environment and quality management processes, maintaining the ability to make informed suggestions for process improvements.

Utilizes soft skills and techniques for working with individuals and groups in a constructive and collaborative manner.

Employs application systems needed to deliver services to internal customers.

Helps with change management when testing software functions for other internal teams.

Demonstrates knowledge regarding lifecycle management of hardware/software, uses tools to track hardware changes.

Recognizes and analyzes trends with help tickets, informing management when necessary.

Develops documentation, enabling knowledge-sharing across the department.

Communicates with all levels of the organization both verbally and written, ensuring that the message is clearly understood by all parties.

Mentors junior team members in best practices and methods including sharing one’s expertise with colleagues and documenting the process.

Proactively champions internal department projects and programs.

Leads by example, exercising good judgment and professionalism.

 

 

OTHER RESPONSIBILITIES:

 

Performs other work-related duties as assigned.

Qualifications

EDUCATION, EXPERIENCE & SKILLS:

• Bachelor’s degree in the field of computer science or 6-8 years equivalent work experience
• Extensive knowledge of laptop and desktop operating systems, and connectivity thereof. Possesses experience configuring, installing, and supporting hardware and networking components of Microsoft Windows 11 and M365 applications.
• Knowledge of videoconferencing functionality including Zoom, Teams, and Cisco technologies and their operational components, software, and hardware.
• Knowledge of tools and techniques for anticipating, recognizing, and resolving technical problems.
• Broad application support experience with MS Office, iManage, and other legal core business applications.
• Experience with mobile devices: iPhone, iPad, and Android devices in an MDM enterprise environment.
• Maintains a working knowledge of diag