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 specialists, 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 technology 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

• Available to work overtime, as required
• Proficiency in the Microsoft Office suite, iManage and other firm applications
• 2+ year’s applicable and relevant technical experience
• Proficient knowledge of Windows operating systems to include but not limited to Windows 10 and Windows 11
• Working knowledge of MS-Office Suite ranging from 2016 and higher
• Basic networking architecture knowledge to include but not limited to TCP/IP, DHCP, and DNS
• Exceptional customer service skills
• Strong analytical skills and effective presentation skills to allow for effective customer support
• 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 communication skills, both oral and written
• Professional, client-service orientation and demeanor
• Bachelor’s degree is preferred
• Knowledge of Windows Server 2019 is preferred
• Prior experience working in a law firm or professional services industry is preferred
• Experience working in a smaller setting where the technician has won many technology hats

PHYSICAL REQUIREMENTS:

• May be tasked with lifting, carrying, pushing or pulling up to 25 lbs., if able to do so.
• Must be able to sit for prolonged periods of time and walk/stand for moderate periods of time.
• Must be able to bend at the knees and waist frequently
• Must be able to repetitively use a telephone and a computer mouse and keyboard.