OTS Analyst

The Office Technology Support (OTS) Analyst supports the local office and working

in conjunction with the international offices to support the Firm’s Partners and C-

Suite Executives.

The OTS department manages the Firm's user IT, software , hardware , AV and

telephone support providing a white glove service for the Firm’s local users. The role

will require a hardworking, dedicated professional looking to expand their IT

knowledge and become an integral part of a technology support service.

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

Education

• High School diploma or GED equivalent required

Skills and Experience

• 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

• 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)

Salary Information

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