Orrick currently has an excellent opportunity for a Support Specialist III/Team Lead in our Houston office.
The Support Specialist III/Team Lead position is a senior-level, non-exempt position that under general supervision monitors and optimizes daily team workflow by reviewing ServiceNow ticket queues. Identifies and implements process improvements to improve service levels and response times. Additionally, installs, configures, troubleshoots and administers local and remote desktops.
Responsibilities:
Review assigned and unassigned ServiceNow tickets, changing assignment as necessary to ensure fastest knowledgeable response.
Respond to email and phone calls to resolve user inquiries and requests.
Regularly review HN Team processes and use Rapid Improvement Program to improve service levels and response times.
Review ServiceNow tickets to identify root cause for significant volume categories.
Report regularly on team and individual metrics
Attend user groups and other professional events to understand technologies, tools and trends in the help desk/service desk arena.
Affiliate with other IS&T teams to collaborate on common initiatives/projects, drive to adoption/acceptance of OLAs, and SLAs.
Lead/participate on project teams to improve technology interoperability and improvement as identified and appropriate.
Work with all members of the IS&T Department to establish credible, successful, high-integrity technical support.
Be at least 30% available to take tickets.
Resolve at least 80% of his/her own tickets.
Regularly track incoming inventory and make purchasing recommendations as appropriate.
Regularly install, configure and administer desktop hardware and software applications, including peripherals, the Desktop Image and specific software applications used by the Firm.
Any and all additional responsibilities as may be required by the Information Services Manager.
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Qualifications:
Bachelor's degree (B. A.) from four-year college or university; or seven to ten years related experience and/or training; or equivalent combination of education and experience.
Proper usage of native server optimization and performance monitoring and troubleshooting tools, such as Windows Task Manager and Event Viewer.
Experience with Dell PowerEdge R series Servers a plus.
Must possess a thorough understanding of computer networks and how they operate, including:
TCP/IP operation in a distributed, client/server environment.
Industry-standard cable usage and operation (e.g. CAT6, UTP, and Fiber cables).
Professional certification in Microsoft WindowsServer 2012 a plus but not required.
Experience with Microsoft Windows Server 2012 a plus but not required.
Minimum of three - five years’ of experience in the use of desktop hardware and Microsoft operating systems is required.
Proficiency with Windows 11 desktop operating systems and utilities is required.
Proficiency in MS Office 365 suite of products is required.
Experience with Dell Laptop/Desktop hardware is a plus.
Experience with Hewlett Packard printers is a plus.
Microsoft Certified Solutions Associate (MCSA): Windows 11 or A+ Hardware certification is a plus.
Professional certification in Microsoft Office User Specialist and other Microsoft desktop products a plus.
This individual must be able to work independently with excellent judgment.
Understanding of work flow processes and standards.
This individual must be able to work independently with excellent judgment.
Public relation and diplomacy must be excellent.
This employee must be extremely detail-oriented, highly accountable, and organized.
Communication skills must be excellent.
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 seventh year in a row, Fortune named Orrick to its 2022 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*.
Orrick offers a collaborative work environment, competitive salary, and excellent benefits, from wellness and mindfulness programs to social impact opportunities, professional staff affinity group communities and generous paid time off.
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.
No phone calls please.
What you need to know: Successful applicants will be required to provide proof of being fully vaccinated against COVID-19 prior to the commencement of employment. Applicants who wish to apply for a medical, religious accommodation or any other accommodation required under applicable law can do so later in the process (accommodations are not guaranteed and are decided on a case by case basis).
We are an Equal Opportunity Employer.
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