Office Technology Specialist
Office Technology Specialist
Location: Chicago, IL
Salary Range: $34/hr – $40/hr
Schedule: 5 days/week Onsite
Office Size: 160+
Client Description:
Our client is one of the world’s largest and most prestigious law firms, employing many of the nation’s top attorneys. The firm provides an opportunity for collaboration, challenge, and reward. Their people-first culture philosophy and firmwide commitment to inclusion and wellness are central to their success and the driving forces behind their global growth. A cooperative spirit is the trademark of the firm’s culture, and every employee in every department is instrumental to the success of the firm.
Information Services Department:
The Information Services (IS) department is a service organization, first and foremost. The team embraces a culture of customer service excellence, and this Office Technology Specialist expected to move this agenda forward. This individual will report to a Technology Manager and work alongside another Office Technology Specialist in service of the Chicago office’s employees.
This team of Office Technology Specialists work together to ensure office computers, printers, scanners, telephones, and other computer or telephone-related devices are productively deployed and used. They assist service desk personnel and local technology managers with troubleshooting and operational maintenance of desktop systems.
Position Responsibilities:
- Use ticketing system to track all customer reports of hardware, software, telephone, mobile device and peripheral problems
- Use User Experience Monitoring application daily
- 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 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
Required Qualifications:
- A service-first mindset: an ability to help individuals with a wide range of simple and complicated issues while maintaining composure and a positive attitude
- An ability to learn and demonstrate proficiency in various generic and firm-specific software applications including the Microsoft Office suite
- 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
- Available to work overtime, as required
Preferred Qualifications:
- Experience working in a technical support role at another large law firm
- 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’ can be 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