Senior Office Technology Specialist

Position Summary

Cooley’s Technology department embraces a culture of customer service excellence. The Senior Office Technology Specialist, under direction from the OTM and support to Assistant OTM, ensures office computers, printers, scanners, telephones, audio‑visual equipment, and other devices are productively deployed and used. The role includes troubleshooting and operational maintenance of desktop systems and performing technical duties at an independent level in compliance with firm technology departmental processes and procedures.

Employees and partners typically work on a hybrid schedule: some in‑office presence and some work from home days, except for essential in‑office roles that require five (5) days/week in‑office.

• 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

• Proficiency in the Microsoft Office suite, iManage, and other firm applications
• Availability to work overtime, as required
• 4+ years’ applicable and relevant technical experience
• Proficient knowledge of Windows operating systems, including Windows 11
• Working knowledge of MS‑Office 365 Suite and higher

• Bachelor’s degree
• Knowledge of Windows Server 2022 and higher
• Basic networking architecture knowledge (e.g., TCP/IP, DHCP, 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’

• Exceptional customer service skills
• Strong analytic and troubleshooting skills
• Effective presentation skills
• Accuracy in data entry maintenance
• Ability to work well with others
• 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
• Consistent professional communications
• High degree of ability to work with customers to resolve issues
• Ability…