1 day old

IT Service Operations Specialist I

Orrick, Herrington & Sutcliffe LLP
Wheeling, WV
  • Job Code
IT Service Operations Specialist I

IT Service Operations Specialist I

Orrick currently has an opportunity for an IT Service Operations Specialist I in the Global Operations Center ("GOC") in Wheeling WV.

Orrick is again one of the Fortune 100 Best Companies to Work For, the annual list that recognizes companies with extraordinary workplace cultures. Selected among hundreds of companies that Fortune considered this year, Orrick is one of only five law firms to make the 2018 list.

Do you want to be part of a professional dynamic team providing a single point of contact for the efficient resolution of technical issues that develop within the Orrick IS&T architecture? You will support attorneys, staff and business partners on Firm computer systems across multiple regions 24x7. As a member of this team, you will handle multiple priorities, generate creative solutions to problems and develop skills required to support the efforts of the firm's practice groups and administrative operations.

Your Responsibilities:

• You will provide comprehensive technical support through phone, email, and chat for the firm and provide local hardware support for the Wheeling offices.
• You will greet customers in a friendly manner and enable them to fully describe problems or requests for service.
• You will log support issues into the I.T. Service Management database and include comprehensive work notes.
• You will use judgement, skills, knowledgebase articles, internet searches, or any resources provided to solve problems and come to a resolution on I.T. issues.
• You will resolve as many incidents as possible while meeting monthly metric objectives for calls answered, phone availability, chats answered, chat availability, ticketed calls and chats, customer service index, and unexcused absence and tardiness.
• You will install firm software and be able to provide basic knowledge on how each piece of software works.
• You will craft and update documentation on technical configurations and provide mentorship to others using knowledgebase articles.
• Are you able to prioritize work and effectively multitask? Do you have strong judgment and decision-making skills? You will work independently and build positive relationships working as team on complex projects as assigned.

Your Qualifications:

• Bachelor’s degree or equivalent combination of education and experience.
• Minimum one years’ experience in the use of computer systems in a corporate environment.
• Basic understanding of current Microsoft operating systems (Windows, Server, and Office suite)
• Ability to navigate in Mac operating systems.
• General proficiency in smart phone operating systems.
• Minimum two technical certifications required for continuing education each year to stay on top of current industry trends.
• HDI analyst certification required within 12 months of start date.
• Excellent customer service skills in both verbal and written communications.
• Basic PC and printer hardware problem solving for various makes and models.
• Experience supporting remote access: Citrix, Cisco Anyconnect, Secure Auth, home networks, etc. is preferred.
• Understanding of active directory, Exchange, SCCM, software center, drivers, and networking.

Orrick is a leading global law firm with a particular focus on serving companies in the technology, energy and financial sectors. We are recognized worldwide for delivering the highest-quality, legal advice and for our culture of innovation and collaboration.

Our formula for success is simple—we provide the highest quality service to our clients and we hire the brightest and most talented individuals at every level. As an employer of choice we will provide our employees with challenging work, training opportunities, team oriented culture, and the opportunity to work with the best talent in the legal profession.

Our GOC in Wheeling, West Virginia, is home to more than 300 members. Established more than a decade ago, it was the first centralized administrative operation in a major law firm.

Orrick offers a friendly work environment, competitive salary, and excellent benefits.

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

To submit your resume and cover letter for this position, please select the Apply For This Job option at the top of the page.

No phone calls please.

All qualified applicants will receive consideration for employment without regard to race, sex, color, religion, national origin, sexual orientation, gender identity, protected veteran status, or on the basis of disability.


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IT Service Operations Specialist I

Orrick, Herrington & Sutcliffe LLP
Wheeling, WV

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