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Simpson Thacher & Bartlett LLP · 1 week ago

Office Technology Support Analyst

San Francisco, CA

Full-time

Onsite

Entry Level

$70K/yr - $95K/yr

2+ years exp

Simpson Thacher & Bartlett LLP is excited to announce the opening of their new San Francisco office. The Office Technology Support Analyst will support the office by providing IT support to partners and executives, diagnosing technical issues, and maintaining strong relationships with staff to ensure a high level of service.

Law Practice

No H1B

Responsibilities

Liaise with clients via email, telephone, ticketing system or in person to provide appropriate user support

Respond promptly and effectively to user inquiries, troubleshooting hardware, software, network, AV and telephone issues

Diagnose and resolve technical issues relating to desktop and laptops, various operating systems, applications, peripherals, telephones and handheld devices

Assist with the removal and set-up of computer hardware and software as part of office moves

Assist with the setup, configuration and troubleshooting of AV equipment for meetings, conferences and events

Assist users in operating AV equipment, providing guidance and troubleshooting

Prioritize support requests and keep clients informed of the status of their query

Develop and maintain strong relationships with all attorneys and professional staff, understanding their specific needs and preferences to provide tailored IT solutions

Prioritize and manage IT support for VIPs and Executive Suite members, ensuring expedited resolution and personalized service

Offer proactive IT maintenance and support for VIPs, attorneys and professional staff to prevent issues before they occur and provide immediate on-site or remote assistance when needed

Coordinate with other departments to ensure that VIPs, attorneys and professional staff have seamless access to all technology-related services and that their confidential information is securely handled

Escalate calls to the appropriate support teams with the assistance of the IT Manager and maintain visibility to ensure efficient resolution of all escalations

Maintain accurate records of all service desk interactions including issue descriptions, troubleshooting, investigative steps taken and resolution details

Utilize knowledge base articles and departmental documentation to find solutions

Participate in team meetings, training sessions and service improvement sessions both locally and globally

Assist with the planning, scheduling and execution of computer equipment installations, imaging and upgrades, effectively escalating user requests, problem trends and business needs where required

Assist with planning and leading training workshops designed to increase skills in specific areas of IT based on support call trends

Help maintain and keep inventory of all stock including but not limited to; laptops, desktops, printers, mobile devices, telephones, printers and all desktop-based IT peripherals

Any other ad hoc duties/projects as required by the San Francisco office or global OTS management team

Perform other duties as needed

Qualification

IT support experienceCustomer service skillsPC operating systemsAV equipment troubleshootingCompTIA A+ CertificationCommunicationTeam collaborationProblem-solving