Legal Workplace Support Specialist

Ricoh Americas Holdings•Los Angeles, CA

1d•Onsite

About The Position

Provides direct hands-on support within a legal office environment. Performs various office support tasks including IT-related set ups (audio visual & first level technical support), remote hands in support of IT, audit activities, and liaison between Firm IT and end-users for basic hardware troubleshooting and deskside support. Responsibilities also include copy, production, scanning, fax, mail and shipping, records support, direct floor support, hospitality assistance, conference room set up and scheduling, receptionist backup, and light facilities support. The role requires a high level of presentation skills, interpersonal etiquette, and customer service skills to communicate effectively with senior level attorneys, partners, clients, opposing counsel, vendors, staff, and others.

Requirements

High School Diploma or Secondary School Degree.
Experience in a legal environment preferred.
IT Help Desk support experience preferred (application & hardware support).
Basic knowledge of PCs, laptops, handheld tablets, smartphones (Apple, Android, Windows), Windows 10, Microsoft 365.
Experience as an on-site 2nd line and support technician.
Experience of end user training / documentation.
Experience of working in virtual teams.
Experience of providing software support and installation services across a range of industry standard applications and operating systems.
Experience of working in a client facing environment providing support, preferably with executive level support experience.
Experience of providing network support services across Local and Wide-Area network environments.
Good understanding of incident management in an end user IT support environment.
Knowledge of SLAs within end user services.
Knowledge of Windows 10.
Knowledge of Microsoft Office 365.
Knowledge of Windows Deployment Service and scripting tools.
Knowledge of network switches and wireless networks.

Nice To Haves

Experience in a legal environment.
IT Help Desk support experience (application & hardware support).
Experience of working in a client facing environment providing support, preferably with executive level support experience.
Experience of providing network support services across Local and Wide-Area network environments.

Responsibilities

Provides direct hands-on support within a legal office environment.
Performs various office support tasks including IT-related set ups (audio visual & first level technical support), remote hands in support of IT, audit activities, and liaison between Firm IT and end-users for basic hardware troubleshooting and deskside support.
Handles copy, production, scanning, fax, mail and shipping, records support, direct floor support, hospitality assistance, conference room set up and scheduling, receptionist backup, and light facilities support.
Tests new or enhanced applications or hardware, including system enhancements, and provides feedback to the Help Desk Manager and Client IT Department.
Responds to end-user or management support requests, focusing on customer service and problem resolution regardless of the issue's nature (technical, user error, or training).
Documents all relevant information to support request tickets in the Help Desk Database and assists with the documentation of SOPs for troubleshooting support requests.
Acts as an anchor for the team, handling support requests before escalating to a higher tier.
Performs operations functions in one or more of the following areas within a Legal office/environment: copy/scan/print, mail center duties (shipping/receiving, processing, sorting, distributing USPS mail), copier maintenance and repair.
Supports hospitality, housekeeping, call center representative, reception, and A/V setup.
Performs building support functions related to meeting set ups and light maintenance.
Assists the Records Department with filing, scanning, renaming, delivering files, retrieving files, and organizing record files.
Responds to escalated support requests and end-user support requests, resolving them in a timely, accurate, and professional manner.
Escalates support requests to a higher Tier of support if they cannot be resolved within the timeframe that meets end-user needs.
Listens, understands, communicates, and delivers support to the end user.
Continuously informs the end user and/or the Firm IT Engineer on the progress of the resolution.
Keeps end users informed of any major problems or scheduled down times when instructed by IT or the Help Desk Manager.
Provides end users with detailed remote access knowledge.
Supports the Client IT Department with basic network issues, studies, and analysis.
Keeps the Help Desk Manager and Client IT Department aware of end-user issues that appear to constitute a trend or common occurrence.
Acts as a liaison between IT management, helpdesk, and the general user population.
Undertakes day-to-day operations ensuring that all incidents, service requests, and site maintenance work are effectively supported, minimizing impact and disruption on IT services.
Manages and maintains an accurate spares and consumables inventory to achieve fixes within target times.
Escalates to the Client IT Department and/or Ricoh Site Manager regarding issues with services provided by Ricoh that will not meet delivery targets.
Completes other relevant duties applicable to the scope of the role as documented in site procedures or required by the Ricoh Site Manager.
Supports the Client IT Department to ensure consistency of solutions delivered by help desk staff and Firm IT.
Performs other duties as assigned.