Service Operations Specialist II

Orrick currently has an excellent opportunity for a Service Operations Specialist II in the Global Operations & Innovation Center(GOIC) in Wheeling, WV.

The Service Operations Specialist II position is non-exempt and works under the general supervision of the Service Operations Manager. The position 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\tardiness, 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.

• 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.
• Two technical work studies and/or certifications required each year to stay on top of the current industry technology trends.
• ITIL best practices followed. CompTIA A+, ITIL Foundation certs are a plus.
• Foreign language skills are a plus.

Who is Orrick? Orrick is a global law firm focused on serving the technology & innovation, energy & infrastructure and finance sectors. Founded more than 150 years ago in San Francisco, Orrick today has offices in 25+ markets worldwide. We are recognized worldwide for delivering the highest-quality legal advice through our diverse teams and for our culture of innovation and collaboration. Financial Times selected Orrick as the Most Digital Firm of 2020, and in the past five years, the Most Innovative Law Firm of the Year three times and runner-up twice. For the ninth year in a row, Fortune named Orrick to its 2024 list of the 100 Best Companies to Work For. Learn more about our awesome employee experience here: Fortune 100 Great Place To Work certified company.

Compensation and Benefits

The expected salary range for this position is between $52,000.00 and $65,000.00.

Orrick is committed to providing a comprehensive, competitive, and thoughtful total compensation package to our attorneys and staff, wherever they work. This compensation and benefits information is based on the Orrick's estimate as of the date of publication and may be modified in the future. The level of pay within the range will depend on a variety of job-related factors that may include, but not limited to, qualifications, relevant experience or education, particular skills or expertise, geography. Other compensation may include an annual discretionary merit bonus, which would be determined by Firm and individual performance.

We offer a full range of elective health benefits including medical, dental, vision and life insurances; robust mental well-being benefits; child, family, elder, and pet care benefits; short- and long-term disability benefits; a health savings account (w/applicable medical plan), flexible spending accounts, long-term care insurance, and a 401K program. This role is eligible to employees will receive compensated time off through our Paid time Off program, generous Parental leave benefits, and paid holidays.

Please visit www.orrick.com for more information about the firm.

How to Apply: If you are searching for a chance to create an impact, you have a little grit and you love working with a team, we want to talk with you. To submit your resume and cover letter for this position, please visit our Staff and Paralegal Opportunities Listings at www.orrick.com/Careers. Orrick accepts applications for this position on an ongoing basis, until filled.

We are an Equal Opportunity Employer.

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