Support Specialist II

Orrick Herrington & Suttcliffe; New York (NY); On-site; USD 61,000 - 85,000; Full time

Job summary

Orrick currently has an excellent opportunity for a Support Specialist II in the New York office. This is a fully on-site position.

The role provides technical/customer service to attorneys and staff on all Firm computer systems, with potential involvement in special projects as defined by the Team Lead, IT manager or Regional Head of IT Services.

Qualifications

• Minimum of three years’ IT and AV support or service desk experience.
• Proficiency with Windows, macOS, iOS, and Android.
• Proficiency in the Microsoft Office suite.
• Understanding of networks and IoT.

Responsibilities

• Comply with IT policies, risk management, HR policies, confidentiality, and workplace respect.
• Provide high levels of professionalism and customer service to attorneys, staff, and guests.
• Submit, resolve, and follow up on incident tickets; escalate if needed.
• Process new hires, issue equipment, set up offices, and support fully remote workers as needed.
• Process departures, retrieve equipment, and account for assets in ServiceNow.
• Maintain IT asset records, supplies, and accessories.

Skills

IT & AV support

Windows

MacOS

iOS

Android

Microsoft Office

Network & IoT

ServiceNow

Tools

ServiceNow

Job description

Overview

Orrick currently has an excellent opportunity for a Support Specialist II in the New York office. This is a fully on-site position.

The Support Specialist II position is a mid-level, non-exempt position that under general supervision provides technical/customer service to attorneys and staff on all Firm computer systems. Additionally, the specialist may be asked to work on special projects as defined by the Team Lead, IT manager or Regional Head of IT Services.

Responsibilities

• Comply and adhere to the Firm's IT policy and procedures, risk management, HR policies, respect in the workplace, and Firm and client confidentiality.
• Provide a high level of professionalism and customer service to all attorneys, staff, and guests.
• Submit, resolve, and follow up on incident tickets for all IT work requests. Escalate to the service desk, Team Lead, IT manager, or Regional Head of IT Services if it cannot be resolved promptly or you need assistance.
• Process new hires, issue equipment, program phone extensions, set up new hire offices, or issue equipment to fully remote workers. Assist with onboarding. This includes accounting for and issuing access security cards if required by office operations.
• Process departures according to IT guidelines. Retrieve equipment and backup data. Account for all departed user assets in ServiceNow.
• Accountable for all IT assets and record keeping in Service Now, supplies, and accessories.
• Responsible for imaging laptops, maintenance and repair, critical BIOS and software updates, and troubleshooting laptop issues.
• Issue and account for loaner computers and devices as needed.
• Video conference support; Includes troubleshooting, maintenance, repair, service calls, and upgrading hardware and firmware.
• Support onsite marketing and client-sponsored events onsite.
• Set up and assist depositions and war rooms. From time to time, may request offsite trial support as needed.
• Provide onsite and/or remote support to other offices as needed for coverage.
• Assist in other duties and projects as requested in line with the scope of responsibilities.

Qualifications

• Minimum of three year's experience in IT and AV support or Service Desk support.
• General Proficiency with Microsoft Windows, Apple MacOS, Apple iOS, and Androids.
• General proficiency in Microsoft Suite of Products.
• Understanding of Network and IoT.

Who is Orrick?

Orrick is a global law firm focused on delivering innovative solutions for four sectors: Technology & Innovation, Energy & Infrastructure, Finance and Life Sciences & HealthTech. Founded more than 150 years ago in San Francisco, Orrick today has offices in 25+ markets. We are recognized globally for delivering the highest-quality legal advice and for our culture of innovation and collaboration.

Compensation and Benefits

The expected salary range for this position is between $61,000 to $85,000.

Orrick is committed to providing a comprehensive, competitive, and thoughtful total compensation package to our attorneys and staff, wherever they work. This compensation and benefits information is based on the Orrick's estimate as of the date of publication and may be modified in the future. The level of pay within the range will depend on a variety of job-related factors that may include, but not limited to, qualifications, relevant experience or education, particular skills or expertise, geography. Other compensation may include an annual discretionary merit bonus, which would be determined by Firm and individual performance.

We offer a full range of elective health benefits including medical, dental, vision and life; robust mental well-being programs; child, family, elder, and pet care benefits; short- and long-term disability and industry leading parental leave benefits, health savings account contributions (w/applicable medical plan), flexible spending accounts, and a 401K program. This role will receive compensated time off through our Paid Time Off program and paid holidays.

Please visit www.orrick.com for more information about the firm.

We are an Equal Opportunity Employer.