Support Specialist III

Orrick Herrington & Sutcliffe LLP•Houston, TX

4d•Onsite

About The Position

The Support Specialist III position 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. This position requires fulltime in-office attendance.

Requirements

Minimum of five years experience in IT 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.
Ability to effectively present and communicate information to management and other Firm personnel.
Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization and/or specific direction exists.
Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form.
Ability to effectively and efficiently coordinate multiple, simultaneous projects with multiple vendors and other Firm personnel in a dynamic, evolving environment.
Must be able to provide clear leadership and guidance to the Firm concerning implementing, managing, and supporting the systems for which you are responsible.
This position requires the ability to adapt to flexible work hours, and travel occasionally on a 24x7 basis, as necessary to meet the business requirements of the Firm.

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 office equipment, 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.