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*** We need: A junior to mid- level Desktop ( MS Office Suite, Office 365 e.g., Outlook, Word, PowerPoint & Excel) support type resource with experience in OTS (Office Technology Support) in a Legal environment using iManage software. The User Support Specialist supports the local office and working in conjunction with other 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. ***** THIS IS A WHITE GLOVE DESKTOP SUPPORT POSITION IN A LAW FIRM. EVERYTHING ELSE IS A PLUS.
This position is onsite 5 days a week in their Los Angeles office. There is a little flexibility on rate but this is a lower level office support position. **CANDIDATES NEED TO HAVE EXCELLENT COMMUNICATION SKILLS AS THIS IS A PRESTIGEOUS LAW OFFICE. **Candidates must have Long Projects/Good Tenure, Excellent communication skills and a State issued ID (Not Bills) showing they are Local.
Address: 1999 Avenue of the Stars Los Angeles, CA 90067
Required Location: Los Angeles, CA.
Interview Required: Video
Candidates must be LOCAL to the Los Angeles, CAarea and COMMUTE into the office FIVE TIMES A WEEK. NO RELOCATION CONSIDERED. .
*** Please make sure that each submittal includes:
*** Candidate Must Have’s on a resume and for submittal:
1. How many years working with: OTS support/White glove Desktop support
2. How many years working with: iManage software is a huge plus
3. How many years working with: Legal office experience is a huge plus
Job Description:
Please send candidates who meet or exceed the Below experience:
***** THIS IS A WHITE GLOVE DESKTOP SUPPORT POSITION IN A LAW FIRM. EVERYTHING ELSE IS A PLUS.
Just a quick note, getting a new role with a global law firm in their LA office……OTS is Office Technology Support…..so more of a desktop-type of person who ideally has some law firm experience. Using a tool called iManage is a huge plus. This is more of a junior-level role
5x a week in office: 1999 Avenue of the Stars Los Angeles, CA 90067
· Associate's degree or 2 years college courses required
· 2 to 4 years of relevant experience required
· Ability to effectively present information verbally and in writing
· Strong attention to detail
· Must be able to work collaboratively in a team environment
· Ability to carry out instructions furnished in written, oral or diagram form
· Ability to work in fast-paced environment, meet and exceed deadlines
· Proficiency in latest version of MS Office Suite, Office 365 e.g., Outlook, Word, PowerPoint & Excel
· Knowledge of Document Management Systems (DMS), e.g., File Site/iManage
· 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
Responsibilities
· The User Support Specialist supports the local office and working in conjunction with other 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
· Provide assistance by liaising with clients via email, telephone, ticketing system or in person as needed
· Respond promptly and effectively to user inquiries, troubleshooting hardware, software, network, AV and telephone issues
· 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
· 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 need 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, phones, 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 Houston or global OTS management team
· Work with 3rd level support diagnosing and troubleshooting escalated issues
· Perform other duties as needed
Job description
The User Support Specialist supports the local office and working in conjunction with other 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:
• Provide assistance by liaising with clients via email, telephone, ticketing system or in person as needed.
• Respond promptly and effectively to user inquiries, troubleshooting hardware, software, network, AV and telephone issues.
• 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.
• 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 need 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, phones, 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 LA or global OTS management team.
• Work with 3rd level support diagnosing and troubleshooting escalated issues.
• Perform other duties as needed.