Senior Office Technology Specialist

Cooley is seeking a Senior Office Technology Specialist to join the Technology Office Operations team.

• 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

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’

• Exceptional customer service skills
• Strong analytic and troubleshooting skills to allow for effective customer support
• Effective presentation skills
• Accuracy in data entry maintenance
• Ability to work well with others including technicians to maintain efficient systems operations
• 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 with a proven ability to work in a diverse organization
• Consistent professional communications with attorneys, vendors, administration and business…