Senior Office Technology Specialist

Cooley•San Diego, CA

5d•Onsite

About The Position

The Cooley Technology department is seeking a Senior Office Technology Specialist who embodies a culture of customer service excellence. This role is crucial for ensuring office computers, printers, scanners, telephones, Audio-Visual equipment, and other related devices are effectively deployed and utilized. The specialist will support service desk personnel and local Office Technology Managers (OTMs) in troubleshooting and maintaining desktop systems. This position requires independent technical work, adhering to firm technology departmental processes and procedures.

Requirements

Proficiency in Microsoft Office suite, iManage, and other firm applications after orientation.
Available to work overtime as required.
4+ years of applicable and relevant technical experience.
Proficient knowledge of Windows operating systems (including 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 (TCP/IP, DHCP, 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’.

Responsibilities

Use ticketing system to track all customer reports of hardware, software, telephone, mobile device, and peripheral problems.
Use User Experience Monitoring application daily.
Install and configure desktop, laptop, and telephone equipment according to firm-defined templates or guidelines.
Assist HR and Facilities with ergonomic equipment setups.
Install, troubleshoot, and maintain new and existing PC peripheral equipment (printers, scanners, mobile devices).
Provide on-site technical assistance for computer setup/breakdown, office moves, and support for printers, scanners, mobile devices, and other technology equipment.
Actively participate in pilot groups and perform quality assurance of computer system builds and program deployment/updates.
Isolate customer hardware and/or software problems as first-line support and escalate to OTM or other technology department members as necessary.
Enter data into and manage inventory databases to track hardware and software moves, adds/changes.
Track all Change Forms related to new hires, departures, support, transfers, and name changes.
Prepare documents, statistical charts, graphs, and spreadsheets using Cooley software applications.
Coordinate change forms for local offices regarding technology functions.
Setup and maintenance of conference room audiovisual equipment.
Meeting setup and support for video conferencing using web-based systems, including 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 OTM direction.
Provide back-up service desk & technical coverage as needed.
Troubleshoot and coordinate hardware and software repairs with vendors.
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 in the absence of the OTM.
Educate and support colleagues to improve overall department knowledge and customer service experience.
Perform all other duties as assigned or required.