OTS Analyst

Simpson Thacher & Bartlett•New York, NY

3d•$75,000 - $95,000•Onsite

About The Position

The Office Technology Support (OTS) Analyst supports the NYC office and works in conjunction with the international offices to support the Firm’s Partners and C-Suite Executives. The OTS department manages the Firm's user IT, software , hardware , AV and telephone support providing a 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.

Requirements

Minimum of 3 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

Nice To Haves

Prior experience at a law firm
Prior experience or exposure to Video Conferencing equipment
Excellent knowledge of MS Office Systems and Data Management systems (e.g. iManage)

Responsibilities

Prioritize and manage IT support for VIPs and Executive Suite members, ensuring expedited resolution and personalized service
Develop and maintain strong relationships with VIPs, understanding their specific needs and preferences to provide tailored IT solutions
Offer proactive IT maintenance and support for VIPs to prevent issues before they occur, and provide immediate on-site or remote assistance when needed
Coordinate with other departments to ensure that VIPs have seamless access to all technology-related services and that their confidential information is securely handled
Provide assistance by liaising with clients via email, telephone or in person as part of the New York IT Service
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 and handheld devices
Escalate calls to the appropriate support teams with the assistance of the OTS Manager and maintain visibility to ensure efficient resolution of all escalations
Prioritize support requests and keep clients informed of the status of their query
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, upgrades and 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, printers and all desktop based IT peripherals
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 as needed
Any other ad-hoc duties/projects as required by the New York or global OTS management team
Perform other duties as needed