Orrick, Herrington & Sutcliffe LLP · 6 hours ago
Service Operations Specialist I
Wheeling, WV
Full-time
Onsite
Entry Level
$47K/yr - $57K/yr
2+ years expOrrick, Herrington & Sutcliffe LLP is a global law firm focused on delivering innovative solutions across various sectors. They are seeking a Service Operations Specialist I to provide technical support and customer service to attorneys, staff, and clients, ensuring efficient resolution of technical issues.
Law Practice
Responsibilities
Excellent customer service skills, have the capacity to deescalate situations using a friendly demeaner and allow people the opportunity to describe problems or requests for service, while obtaining a sense of the priority and setting an appropriate time frame within the departments service level agreements if something cannot be resolved on first contact
Provide comprehensive technical support through phone, email, and using chat
Offer hands on support while in the office for walk up inquiries
Use good judgement, skill, and internal/external research to generate innovative solutions to technical problems and or appropriate workarounds so that the customer can get back to work as efficiently as possible
In the event a resolution cannot be found, determine the proper priority based upon the customer’s needs and coordinate with other department engineers to obtain a solution
Resolve as many incidents as possible while meeting monthly metric objectives for the following categories: Phone availability and percent answered, chat availability and percent answered, ticketed calls and chat percentages, customer service ratings, unexcused absence ardiness, and shift coverage availability
Act as an incident/ticketing workflow coordinator when scheduled or assigned. This includes but not limited to: monitor unassigned incidents, assigning out work, coordinate escalations, monitor calls in queue, ensuring agent availability, keeping abandon rates low, and dealing with critical outages
Log all support issues in the IT service management database including accurate descriptions and details work notes
Strong judgment and decision-making skills, you will need to make educated decisions on demand with minimal supervision
It is a must to be able to keep up with an exciting high tech fast-paced work environment, prioritize your work, and effectively multitask
Arrive/log into work on time, be willing to work flexible hours as needed and requested. Willingness to work overtime and be a team player is necessary to provide shift coverage in the event of vacations, holidays, illness, and times when the firm demand requires additional assistance
Install firm software and provide basic training on how the core applications work
Develop and keep up to date documentation on technical configurations
Monitor system alerts and proactively address potential issues using Problem management
Work on complex projects as assigned with a team or independently and complete tasks within a timely manner
Identify security issues and take action to protect the firm’s integrity
Adequately support a work from home environment. Keep up with and understand home networks, wireless printers, office equipment, and troubleshoot the firms current remote access software and tools
Ability to perform computer imaging, proficiency with installing operating systems on various makes and model laptop and desktops
Keep the Wheeling office computers up to date by issuing new hardware as necessary, or as the lease expires along with coordinating a smooth transition by backing up and restoring software/documents
Provide in office support of the firm’s video conferencing equipment
Setting up and troubleshooting enterprise level printers
Assist with equipment needs inside of the office. Have good understanding of how to hook up computers to monitors, docking stations, mice, keyboards, headsets, and any misc. accessories that someone may need to work efficient
Be open to exciting travel opportunities to help with the setup, install, and troubleshooting of technical hardware for trials sites, office moves, new office openings, meetings, retreats, assisting other office IT staff when short staffed, etc
Willingness to be flexible with working various schedules and shifts
Qualification
Required
Bachelor's degree or equivalent combination of education and experience
Minimum two years' experience troubleshooting computer systems
Basic knowledge of Windows and Mac operating systems including Windows server OS
Basic 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
General proficiency in mobile phone troubleshooting focusing on the Apple iPhone OS
Adequate professional writing skills and excellent verbal communication skills
Computer hardware repair
Citrix remote environment administration and troubleshooting
Understand and convert technical jargon to plain English for those that may not be tech savvy
Proficient knowledge of printers specifically related to setting up, scanning, connecting to wireless networks, and driver troubleshooting
Basic networking especially pertaining to wireless networks
Zscaler zero trust modern security
Understanding of legal services software
One primary certification required each year, such as Microsoft Azure, Intune, Office certifications, or a CompTIA certification, or industry specific AI certification that would benefit your role here at Orrick
One secondary certification required each year, can either obtain another primary certification or complete a technical work study/training course
ITIL best practices followed
Preferred
ITIL Foundation certs are a plus
Foreign language skills are a plus
Benefits
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
401K program
Compensated time off through our Paid Time Off program
Paid holidays
Company
Orrick, Herrington & Sutcliffe LLP
Orrick is a global law firm focused on serving the Technology & Innovation, Energy & Infrastructure, Finance and Life Sciences & HealthTech sectors.
1001-5000 employees
H1B Sponsorship
Orrick, Herrington & Sutcliffe LLP has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (13)
2024 (10)
2023 (8)
2022 (15)
2021 (9)
2020 (4)
Funding
Current Stage
Late StageTotal Funding
$2.5M2023-12-29Undisclosed· $2.5M
Leadership Team
David Fries
Chief Financial Officer
Aaron Rubin
Partner
Recent News
NH Business Review
2025-12-06
Company data provided by crunchbase