Fantastic opportunity for an experienced Senior Office Technology Specialist to join our law firm client's San Francisco team.

Position Summary: 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 IS departmental process & procedures. Specific duties and responsibilities include, but are not limited to, the following:

What You'll Do:

• 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 IS, 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 firm's software applications and prepare 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, 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 IS 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

What You'll Bring:

Required:

• After orientation, exhibit proficiency in the Microsoft Office suite, iManage and other firm applications
• Available to work overtime and flexible hours, as required
• 4+ years of applicable and relevant technical experience. More specifically, proficient knowledge of MS-Office Suite ranging from 2016 and higher, extensive knowledge of Windows operating systems to include but not limited to Windows 7, Windows 10, Windows Server 2008, 2012 and 2016 which should also include minimum of 1 year experience in data management

Preferred:

• Bachelor’s Degree
• Proficient networking architecture knowledge to include but not limited to TCP/IP, DHCP, and DNS
• Prior experience working in a law firm
• Experience working in a smaller setting where the technician has ‘worn many IS hats

Competencies:

• Exceptional customer service skills
• Strong analytic and troubleshooting skills to allow for effective customer support
• Participation in PMO projects
• 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
• Must work well under pressure and tight deadlines
• Excellent communication skills, both oral and written
• Professional, client-service orientation and demeanor
• Excellent decision-making and problem-solving skills with a proven ability to work in a diverse organization
• Consistent, professional communications with attorneys, staff, vendors, administration and IS personnel
• High degree of ability to work with customers to resolve issues
• Proven ability to work independently, drawing on IT background to tackle technical issues