Senior Office Technology Specialist

Cooley is seeking an Senior Office Technology Specialist to join the technology team in Palo Alto.

Position summary: Cooley Information Services (IS) embraces a culture of customer service excellence and all members of the department are expected to move this agenda forward. To that end, the Office Technology Specialist is expected to recognize that the Cooley IS 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 direct supervision of the OTM, ensures that office computers, printers, scanners, audio visual, mobile devices 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. Performs various technical duties, which include, but are not limited to, the following:

Position responsibilities:

• Use 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 PC peripheral equipment such as printers, scanners and mobile devices
• Provide on-site technical assistance, including computer setup and breakdown, office moves, troubleshooting of printer, scanner, mobile devices and other technology equipment support, as needed
• Actively participate in pilot groups and perform quality assurance of computer system builds, program deployment and updates
• Isolate customer problems with hardware and/or software as first-line support and escalates problem resolution to more senior technicians as necessary
• Enter data into and manage inventory databases to track information pertaining to hardware and software moves, adds/changes. Tracks all Change Forms relating to new hires, departures, support and name changes
• Familiar with Cooley software applications and prepares documents, statistical charts, graphs and spreadsheets as needed. Coordinate change forms for local office regarding IS functions.
• Setup and maintenance of conference room audiovisual equipment
• Meeting setup and support for video conferencing using web-based conferencing systems. Also, will 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 help desk & technical coverage, as needed
• Troubleshoot and coordinate repairs of hardware and software with vendors
• All other duties as assigned or required

Skills and experience:

Required:

• Available to work overtime, as required
• After orientation at Cooley LLP, exhibit proficiency in the Microsoft Office suite, iManage and other firm applications
• 3+ years applicable and relevant technical experience including 1+ years experience in data management

• Proficient knowledge of Windows operating systems to include but not limited to Windows 7 and Windows 10. Working knowledge of MS-Office Suite ranging from 2016 and higher

Preferred:

• Knowledge of Server 2008, 2012, 2016
• 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 IT hats' extremely helpful

Competencies:

• Exceptional customer service skills
• Participation in PMO projects
• Must have good analytic skills and effective presentation skills to allow for effective customer support
• Must be accurate 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
• Must work well under pressure and tight deadlines
• Excellent communication skills, both oral and written
• Professional, client-service orientation and demeanor

EOE

The expected hourly pay range for this position with a work schedule of 40 hours per week is $50.00 - $60.00 ($104,000.00 - $124,800.00 annually). Please note that final offer amount will be dependent on geographic location, applicable experience and skillset of the candidate.

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.