Senior Office Technology Specialist

Cooley LLP•Santa Monica, CA

2d•$111,280 - $136,240•Onsite

About The Position

Cooley is seeking a Senior Office Technology Specialist to join the Technology Office Operations team. This role involves a wide range of technical support responsibilities, including hardware and software troubleshooting, installation, configuration, and maintenance of various office technologies. The specialist will also be responsible for managing inventory databases, supporting audiovisual equipment, and providing technical assistance for meetings and video conferencing. Additionally, the role requires strong customer service skills, the ability to work independently and as part of a team, and a commitment to maintaining confidentiality.

Requirements

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

Nice To Haves

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 professionals
High degree of ability to work with customers to resolve issues
Ability to work independently, drawing on technology background to tackle technical issues
Strong verbal and written communication skills
Ability to organize, prioritize and coordinate multiple activities
Team-player with collaborative spirit
Unwavering ability to handle and maintain confidentiality regarding firm information, projects, client data

Responsibilities

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