Office Technology Support Analyst

Simpson Thacher & Bartlett LLP-posted 2 days ago
$70,000 - $95,000/Yr
Full-time • Entry Level
Onsite • San Francisco, CA
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Simpson Thacher & Bartlett is excited to announce the opening of our new San Francisco office in early 2026, increasing our Bay Area presence to further improve the cutting-edge legal services we provide to our clients and communities. The Office Technology Support (OTS) Analyst will support the San Francisco office and work in conjunction with other offices to support the Firm’s Partners and C-Suite Executives. This role will be expected to work in-office Mondays through Fridays, 8:30am to 5:00pm. The OTS department manages the Firm’s user IT, software, hardware, A/V and telephone support, providing white glove service for the Firm’s local users. The role will require a hardworking, dedicated professional looking to expand their IT knowledge and become an integral part of a technology support service.

  • Liaise with clients via email, telephone, ticketing system or in person to provide appropriate user support
  • Respond promptly and effectively to user inquiries, troubleshooting hardware, software, network, AV and telephone issues
  • Diagnose and resolve technical issues relating to desktop and laptops, various operating systems, applications, peripherals, telephones and handheld devices
  • Assist with the removal and set-up of computer hardware and software as part of office moves
  • Assist with the setup, configuration and troubleshooting of AV equipment for meetings, conferences and events
  • Assist users in operating AV equipment, providing guidance and troubleshooting
  • Prioritize support requests and keep clients informed of the status of their query
  • Develop and maintain strong relationships with all attorneys and professional staff, understanding their specific needs and preferences to provide tailored IT solutions.
  • Prioritize and manage IT support for VIPs and Executive Suite members, ensuring expedited resolution and personalized service.
  • Offer proactive IT maintenance and support for VIPs, attorneys and professional staff to prevent issues before they occur and provide immediate on-site or remote assistance when needed.
  • Coordinate with other departments to ensure that VIPs, attorneys and professional staff have seamless access to all technology-related services and that their confidential information is securely handled.
  • Escalate calls to the appropriate support teams with the assistance of the IT Manager and maintain visibility to ensure efficient resolution of all escalations
  • Maintain accurate records of all service desk interactions including issue descriptions, troubleshooting, investigative steps taken and resolution details
  • Utilize knowledge base articles and departmental documentation to find solutions
  • Participate in team meetings, training sessions and service improvement sessions both locally and globally
  • Assist with the planning, scheduling and execution of computer equipment installations, imaging and upgrades, effectively escalating user requests, problem trends and business needs where required
  • Assist with planning and leading training workshops designed to increase skills in specific areas of IT based on support call trends
  • Help maintain and keep inventory of all stock including but not limited to; laptops, desktops, printers, mobile devices, telephones, printers and all desktop-based IT peripherals
  • Any other ad hoc duties/projects as required by the San Francisco office or global OTS management team
  • Perform other duties as needed
  • High School diploma or GED equivalent required
  • Minimum of 2 years of relevant IT and customer service experience
  • Strong customer service skills and ability to interact with upper management, providing white glove service
  • Ability to configure, install and maintain PC operating systems and related devices
  • Experience supporting handheld devices and associated software and devices
  • Strong hardware/PC peripheral trouble-shooting skills
  • CompTia A+ Certification strongly preferred
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