Position summary: Cooley Technology department embraces a culture of customer service excellence and all members of the department are expected to move this agenda forward. To that end, the Senior Office Technology Specialist is expected to recognize that the Cooley Technology department is a service organization first and foremost and will be evaluated on this requirement equal in importance to the technical and operational responsibilities outlined later in this document.
Under direction from the OTM and support to Assistant OTM, the Senior Office Technology Specialist will ensure office computers, printers, scanners, telephones, Audio-Visual equipment and other computer or telephone related devices are productively deployed and used. Assists service desk personnel and local OTM with troubleshooting and operational maintenance of desktop systems. In addition, will perform various technical duties at an independent level through broad technical experience, in compliance with firm technology departmental process & procedures. Specific duties and responsibilities include, but are not limited to, the following:
Position 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
Skills and experience:
Required:
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
Preferred:
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’
Competencies:
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
The expected hourly pay range for this position with a work schedule of 40 hours per week is $52.50 - $64.00 ($109,200.00 - $133,120.00 annually). Please note that final offer amount will be dependent on geographic location, applicable experience and skillset of the candidate. Senior level candidates may be considered for this position and would be eligible for a higher salary range based on experience.
We offer a full range of elective benefits including medical, health savings account (with applicable medical plan), dental, vision, health and/or dependent care flexible spending accounts, pre-tax commuter benefits, life insurance, AD&D, long-term care coverage, backup care for children and/or adults and other parental support benefits. In addition to elective benefit options, benefited employees receive firm-paid life insurance, AD&D, LTD, short term medical benefits as well as 20 days of Paid Time Off (“PTO”) and 10 paid holidays each year. We provide generous parental leave and fertility benefits. New employees will attend a detailed benefit orientation to learn more about our many benefits and resources.