Service Operations Specialist II

The Service Operations Specialist II is part of a dynamic team being the single point of contact for the efficient resolution of technical issues and offer customer service on non-IT items as necessary. This individual will provide support to attorneys, staff, and clients on the Firm's computer systems across multiple regions. This department operates 24/7, 365 days a year.

• 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.
• Mentor, train, and assist other Service Operation Specialists.
• Be a subject matter expert for at least 1 of the firms' core applications.
• Be proactive and identify potential technical issues by volunteering and testing out beta versions of software.
• 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 advanced 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. Be a backup to the subject matter expert and take the lead on projects as necessary.
• Identify security issues and take action to protect the firm's integrity.
• Support a work from home environment. Have a strong understanding of 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. Advanced 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.

Qualifications

• Bachelor's degree or equivalent combination of education and experience.
• Minimum of 5 years' experience troubleshooting computer systems.
• Proficient knowledge of Windows and Mac operating systems including Windows server OS.
• Proficient 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.
• Excellent proficiency in mobile phone troubleshooting in all makes and models.
• Good professional writing skills and excellent verbal communication skills.
• Computer hardware repair.
• Able to modify and use PowerShell scripting.
• Citrix remote environment administration and troubleshooting.
• Understand and convert technical jargon to plain English for those that may not be tech savvy.
• Excellent knowledge of printers specifically related to setting up, scanning, connecting to wireless networks, and driver troubleshooting.
• Skilled in networking especially pertaining to wireless networks.
• Zscaler zero trust modern security.
• Strong usage 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. CompTIA A+, ITIL Foundation certs are a plus.
• Foreign language skills are a plus.