Assistant Office Technology Manager

Cooley is seeking an Assistant Office Technology Manager to join the technology department.

Position summary: 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 Assistant Office Technology Manager 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 Senior Office Technology Manager, the Assistant Office Technology Manager will ensure that office computers, printers, scanners, telephones, and other computer or telephone related devices are productively deployed and used. Assist service desk personnel and local OTM with troubleshooting and operational maintenance of desktop systems. Perform various technical duties at an independent level through broad technical experience, in compliance with firm technology procedures.

Position responsibilities:

• In the absence of the OTM the Assistant Office Technology Manger is the main point of contact and top-level escalation for all local tickets and will keep the Director of Local technology operations informed of any potential issues
• Use ticketing system to track all customer reports of hardware, software, telephone, mobile device and peripheral problems
• Actively monitor ticket queues for both offices to make sure all tickets are being handled on a timely manner
• Working closely with the OTM, responsible to ensure all daily tasks are completed on a timely basis
• Assist the OTM with the preparation of budgets
• Provide mentorship to local Office Technology Specialists and train new hires in the department
• Proactively diagnose and troubleshoot potential issues using Aternity software (User Experience Monitoring application)
• Install and configure desktop, laptop, and telephone equipment in accordance with firm defined installation templates or guidelines
• Assist HR and Facilities departments 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. Track information pertaining to hardware and software moves, adds/changes. Track all change forms relating to new hires, departures, support 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 operations 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 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 operations 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
• Participate in the escalation process for after-hours/weekend support, as needed
• 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
• Ability to work extended and/or weekend hours, as required
• Ability to travel as required
• 5+ years relevant technical experience including 1 year experience with data management, customer service and windows and application management
• Ability in past positions held to contribute at a senior and more independent level
• Extensive knowledge of Windows operating systems to include but not limited to Windows 10, Windows
  11, Windows Server 2019
• Proficient knowledge of MS-Office Suite ranging from 2016 and higher
• Higher degree of ability to work with customers to resolve issues

Preferred:

• Bachelor's Degree
• Proficient networking architecture knowledge to include but not limited to TCP/IP, DHCP, and DNS
• Prior experience working in a law firm or…