Support Specialist II

Orrick Herrington & Sutcliffe LLP • New York, NY

2d • Onsite

About The Position

The Support Specialist II position is a mid-level, non-exempt position that under general supervision provides technical/customer service to attorneys and staff on all Firm computer systems. Additionally, the specialist may be asked to work on special projects as defined by the Team Lead, IT manager or Regional Head of IT Services.

Requirements

• Minimum of three year's experience in IT and AV support or Service Desk support.
• General Proficiency with Microsoft Windows, Apple MacOS, Apple iOS, and Androids.
• General proficiency in Microsoft Suite of Products.
• Understanding of Network and IoT.

Responsibilities

• Comply and adhere to the Firm’s IT policy and procedures, risk management, HR policies, respect in the workplace, and Firm and client confidentiality.
• Provide a high level of professionalism and customer service to all attorneys, staff, and guests.
• Submit, resolve, and follow up on incident tickets for all IT work requests. Escalate to the service desk, Team Lead, IT manager, or Regional Head of IT Services if it cannot be resolved promptly or you need assistance.
• Process new hires, issue equipment, program phone extensions, set up new hire offices, or issue equipment to fully remote workers. Assist with onboarding. This includes accounting for and issuing access security cards if required by office operations.
• Process departures according to IT guidelines. Retrieve equipment and backup data. Account for all departed user assets in ServiceNow.
• Accountable for all IT assets and record keeping in Service Now, supplies, and accessories.
• Responsible for imaging laptops, maintenance and repair, critical BIOS and software updates, and troubleshooting laptop issues.
• Issue and account for loaner computers and devices as needed.
• Video conference support; Includes troubleshooting, maintenance, repair, service calls, and upgrading hardware and firmware.
• Support onsite marketing and client-sponsored events onsite.
• Set up and assist depositions and war rooms. From time to time, may request offsite trial support as needed.
• Provide onsite and/or remote support to other offices as needed for coverage.
• Assist in other duties and projects as requested in line with the scope of responsibilities.

Benefits

• medical
• dental
• vision
• life
• mental well-being programs
• child, family, elder, and pet care benefits
• short- and long-term disability
• parental leave benefits
• health savings account contributions (w/applicable medical plan)
• flexible spending accounts
• 401K program
• Paid Time Off program
• paid holidays

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed