Senior Office Technology Specialist

Senior Office Technology Specialist

Position summary: Cooley Technology department embraces a culture of customer service excellence and all members of the department are expected to move this agenda forward. To that end, the Senior Office Technology Specialist is expected to recognize that the Cooley Technology department is a service organization first and foremost and will be evaluated on this requirement equal in importance to the technical and operational responsibilities outlined later in this document.

Under direction from the OTM and support to Assistant OTM, the Senior Office Technology Specialist will ensure office computers, printers, scanners, telephones, Audio-Visual equipment and other computer or telephone related devices are productively deployed and used.  Assists service desk personnel and local OTM with troubleshooting and operational maintenance of desktop systems. In addition, will perform various technical duties at an independent level through broad technical experience, in compliance with firm technology departmental process & procedures. Specific duties and responsibilities include, but are not limited to, the following:

Position 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 escalates 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. Also, 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, will 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

Skills and experience:

Required:

• 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

Preferred:

• Bachelor’s degree

• Knowledge of Windows Server 2022 and higher

• Basic networking architecture knowledge to include but not limited to 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 trouble