Shire Jobs

Description/Job Summary

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 firms 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/Duties

• 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

Required Skills

• 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

Required Experience

• Minimum of 3 years of relevant IT and customer service experience

Preferred Experience

• 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)

Required Education

• High School diploma or GED equivalent required

Details

Salary Information

NY only: The estimated base salary range for this position is $65k to $95k at the time of posting.

The actual salary offered will depend on a variety of factors, including without limitation, the qualifications of the individual applicant for the position, years of relevant experience, level of education attained, certifications or other professional licenses held, and if applicable, the location in which the applicant lives and/or from which they will be performing the job. This role is exempt meaning it is not overtime pay eligible.

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