Senior IT Service Desk Specialist, Global Operations

Orrick, Herrington & Sutcliffe LLP; Wheeling (WV); On-site; USD 55,000 - 66,000; Full time

Job summary

Orrick, Herrington & Sutcliffe LLP in Wheeling, WV seeks a Service Operations Specialist II to support attorneys and staff across regions. This role provides comprehensive technical support for Windows, Mac, Exchange, Azure AD, and SCCM/Intune, while ensuring service levels in a 24/7 environment.

You will troubleshoot hardware, manage incidents, mentor peers, and contribute to documentation. Strong communication and problem-solving are essential, with travel for office setup as needed.

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.
• Cisco phone and voicemail administrators.
• Excellent proficiency in mobile phone troubleshooting in all makes and models.
• Good professional writing skills and excellent verbal communication skills.
• Computer hardware repair.
• Able to modify and use PowerShell scripting.
• Citrix remote environment administration and troubleshooting.
• Understand and convert technical jargon to plain English for those that may not be tech savvy.
• Skilled in networking especially pertaining to wireless networks.
• Strong usage of legal services software.

Responsibilities

• Provide first-line and escalated technical support to attorneys, staff, and clients across regions.
• Operate in a 24/7 global operations environment and coordinate incident workflows.
• Log issues in the IT service management system with accurate details.
• Mentor and train other Service Operation Specialists.
• Be a SME for core firm applications and assist with beta software testing.
• Maintain documentation of technical configurations and procedures.
• Assist with remote work and home network troubleshooting.

Skills

Windows & Mac OS

Office 365

PowerShell scripting

ITIL practices

Networking

Customer service

Incident management

Education

Bachelor’s degree or equivalent

Tools

Microsoft Exchange

Azure Active Directory

Intune

Citrix

Zscaler

Job description

Orrick, Herrington & Sutcliffe LLP in Wheeling, WV seeks a Service Operations Specialist II to support attorneys and staff across regions. This role provides comprehensive technical support for Windows, Mac, Exchange, Azure AD, and SCCM/Intune, while ensuring service levels in a 24/7 environment.

You will troubleshoot hardware, manage incidents, mentor peers, and contribute to documentation. Strong communication and problem-solving are essential, with travel for office setup as needed.