Office Technology Specialist

Office Technology Specialist

Cooley is seeking an Office Technology Specialist to join the Technology team.

About Cooley: Cooley is a global law firm with an expansive practice and more than 3,000 employees and partners worldwide. We value and celebrate diverse perspectives and strive to create a workplace where every individual can thrive. At the core of Cooley's success is the exceptional talent and unwavering spirit of our people. We embrace individuality while fostering a 'one-firm' culture where collaboration and creativity thrive.

Our people are the foundation of our success and the driving force behind everything we do.

Hybrid Schedule
:
As part of the Cooley culture, we recognize and appreciate the value of being together, in person, to build comradery with others in the office and to be a contributing member of the Cooley office. However, we also appreciate the benefits and flexibility that come from remote working. As such, the default assumption for employees and partners is a hybrid schedule: some in-office presence and some work from home days absent certain essential in-office roles that require five (5) days/week in-office.

Position summary: Cooley Technology embraces a culture of customer service excellence and all members of the department are expected to move this agenda forward. To that end, the 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's, the Office Technology Specialist will ensure office computers, printers, scanners, telephones, 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. Performs various technical duties, which include, but are not limited to, the following:

Position responsibilities:

• Use 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 PC peripheral equipment such as printers, scanners and mobile devices
• Provide on-site technical assistance, including computer setup and breakdown, office moves, troubleshooting of printer, scanner, mobile devices and other technology equipment support, as needed
• Actively participate in pilot groups and perform quality assurance of computer system builds, program deployment and updates
• Isolate customer problems with hardware and/or software as first-line support and escalates problem resolution to more senior specialists, as necessary
• Enter data into and manage inventory databases to track information pertaining to hardware and software moves, adds/changes. Tracks all Change Forms relating to new hires, departures, support and name changes
• Familiar with Cooley software applications and prepares 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, will 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 help desk & technical coverage, as needed
• Troubleshoot and coordinate repairs of hardware and software with vendors
• All other duties as assigned or required

Skills and experience
:

Required
:

• Available to work overtime, as required
• After orientation at Cooley LLP, exhibit proficiency in the Microsoft Office suite, iManage and other firm applications

• 2+ year's 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 analytical skills and effective presentation skills to allow for effective customer support
• Ability to work well with others including technicians to maintain efficient systems operations

• Ability to complete work in a timely manner with…