Simpson Thacher & Bartlett LLP · 18 hours ago
OTS Analyst
NYC Metro Area
Full-time
Onsite
Mid Level
$75K/yr - $95K/yr
3+ years expSimpson Thacher & Bartlett LLP is a law firm seeking an OTS Analyst to support their NYC office and work with international offices. The role focuses on providing high-quality IT support for VIPs and Executives, ensuring personalized service and proactive maintenance of technology-related services.
Law Practice
No H1B
Responsibilities
Prioritize and manage IT support for VIPs and Executive Suite members, ensuring expedited resolution and personalized service
Develop and maintain strong relationships with VIPs, understanding their specific needs and preferences to provide tailored IT solutions
Offer proactive IT maintenance and support for VIPs to prevent issues before they occur, and provide immediate on-site or remote assistance when needed
Coordinate with other departments to ensure that VIPs have seamless access to all technology-related services and that their confidential information is securely handled
Provide assistance by liaising with clients via email, telephone or in person as part of the New York IT Service
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 and handheld devices
Escalate calls to the appropriate support teams with the assistance of the OTS Manager and maintain visibility to ensure efficient resolution of all escalations
Prioritize support requests and keep clients informed of the status of their query
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, upgrades and 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, printers and all desktop based IT peripherals
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 as needed
Any other ad-hoc duties/projects as required by the New York or global OTS management team
Perform other duties as needed
Qualification
Required
Minimum of 3 years of relevant IT and customer service experience
Strong customer service skills and ability to interact with upper management, providing white glove service
Ability to configure, install and maintain PC operating systems and related devices
Experience supporting handheld devices and associated software and devices
Strong hardware/PC peripheral trouble-shooting skills
Preferred
Associates Degree
A+ Certification
Prior experience at a law firm
Prior experience or exposure to Video Conferencing equipment
Excellent knowledge of MS Office Systems and Data Management systems (e.g. iManage)
Company
Simpson Thacher & Bartlett LLP
Simpson Thacher & Bartlett LLP is one of the world’s leading international law firms.
1001-5000 employees
Funding
Current Stage
Late StageLeadership Team
Kelly Stevens
Chief Operating Officer
Alan Turner
Partner
Recent News
2025-10-02
FinTech Global
2025-10-02
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