Hybrid Service Operations Specialist II | 24/7 IT Support

Orrick Herrington & Suttcliffe; Wheeling (WV); Hybrid; USD 55,000 - 66,000; Full time

Job summary

Orrick Herrington & Suttcliffe in Wheeling, WV, invites applications for a Service Operations Specialist II. This hybrid position requires onsite presence and flexible shifts to support a 24/7 operation serving attorneys, staff and clients across regions.

The role emphasizes complex technical support, strong customer service, and collaboration with engineers. The firm values proactive problem solving, documentation, and mentoring of teammates.

Qualifications

• Bachelor's degree or equivalent combination of education and experience.
• Minimum of 5 years' experience troubleshooting computer systems.
• Proficient knowledge of Windows and Mac operating systems including Windows server OS.
• Proficient understanding of the Microsoft office suite with a focus on Outlook, Word, Excel, Teams.
• Microsoft Exchange, Azure Active Directory, and Intune administrators.
• ITIL best practices followed; CompTIA A+, ITIL Foundation certs are a plus.
• Strong written and verbal communication skills.

Responsibilities

• Provide excellent customer service and deescalate situations within SLA.
• Provide comprehensive technical support via phone, email, and chat.
• Offer in‑office walk‑up support for inquiries.
• Log all support issues in the ITSM database with accurate notes.
• Mentor, train, and assist other Service Operation Specialists.
• Be proactive, identify issues, and test beta software.
• Support a work-from-home environment and travel as needed.

Skills

Customer service

Deescalation

Technical support

Mobile device troubleshooting

Communication

Education

Bachelor's degree or equivalent

Tools

Windows

Mac OS

Microsoft Office

Office 365

Azure Active Directory

Job description

Orrick Herrington & Suttcliffe in Wheeling, WV, invites applications for a Service Operations Specialist II. This hybrid position requires onsite presence and flexible shifts to support a 24/7 operation serving attorneys, staff and clients across regions.

The role emphasizes complex technical support, strong customer service, and collaboration with engineers. The firm values proactive problem solving, documentation, and mentoring of teammates.