Temp IT Service Operations Specialist I (temp to hire) Orrick, Herrington & Sutcliffe LLP Location: Wheeling, WV Job# 199269
Orrick currently has an excellent opportunity in our Global Operations Center in Wheeling, WV for a Temp IT Service Operations Specialist I.
The Temp IT Service Operations Specialist I position is a non-exempt position working under the general supervision of the Mgr. of Service Operations with support from a team lead. This position is part of a professional team providing a single point of contact for the efficient resolution of technical issues that develop within the Orrick IS&T architecture. This individual will provide support to attorneys, staff and business partners on all Firm computer systems across multiple regions 24x7. As a member of this team, the Specialist will manage multiple priorities, generate innovative solutions to problems and develop skills required to support the efforts of the firms practice groups and administrative operations. Additionally, the specialist will be asked to work on special projects as defined by the Service Operations Team Leads, or the Manager of Service Operations Team.
Position Description: • Provide comprehensive technical support via phone, email or chat for the efficient resolution of technology issues and requests for Orrick, Herrington and Sutcliffe. By following standard Service Operations protocols; greeting customers, allowing customers to fully describe problems, obtain a sense of the customer’s priority, negotiate appropriate time frames within departmental Service Level Agreements and follow-up on issues if unable to resolve problems during first contact. • Follow customer service monitoring protocols, use judgment, skill and technical knowledge to determine if an escalation point is necessary. • Utilize the Service Management Application to log all support issues into the incident database. Assign appropriate priority, document incident details fully within work notes, use knowledge database when necessary for resolution, take ownership of the customer interaction and provide timely feedback to all internal and external customers. • Resolve as many incidents as possible, following the Service Operations Incident Management Process. Use Instant Messaging, Knowledge Database Solutions, Internet searches, etc. and escalate in the event that a reasonable solution cannot be found. • Meet Monthly Metric Objectives – Calls answered, availability, percentage of calls/chats, first line resolution, and customer survey scores as outlined by Mgr. of Service Operations. (Metrics available via Service Management Application and Call Center Software Reports.) • Troubleshoot issues by utilizing excellent customer service, problem solving, technical thinking/reasoning, and a high level of individual judgment to ensure outcomes of the customer’s satisfaction. • Installation of software independently or with the assistance of other IS&T personnel. • Development of or updating documentation on technical configurations or knowledge base articles as necessary to effectively provide customer service. • System administration skills and abilities are required to complete account creations, modifications, and deletions. • Ability to manage and triage multiple incoming priorities effectively by multitasking. • Provides off shift coverage as needed for the department in the event of vacations and/or illness. • Acts as Incident Workflow Coordinator (IWC) as scheduled/assigned. This includes monitoring unassigned incidents in the Service Management Application, assigning to appropriate team members, and handling critical outages/issues based on the Service Operations protocols. • Monitor call queues, intervals, abandoned rates and agent availability to minimize response time. • Work independently on complex tasks and projects to completion in a timely manner. • Able to speak at an appropriate technical and business level for the audience. • Produce quality work and results. • Perform related tasks as needed or assigned.
Qualifications: • Bachelor’s degree or equivalent combination of education and work experience. • Minimum of one year’s experience in the use of desktop and/or server hardware and Microsoft operating systems is required. • General Proficiency with current Windows platform and/or server operating systems and utilities is required. • General Proficiency in current MS Office suite of products is required. • At least one MOS or comparative certification within information technology; Master MOS (Outlook, PowerPoint, Word Expert and Excel Expert) is required within 6 months of start date. • HDI Analyst certification is required within 12 months of start date. • Experience supporting remote access – Citrix, VPN, Mobile Devices, RSA, home networks, etc. – is preferred. • A+ Hardware, Network+ certification is a plus.
Orrick is a leading global law firm with a particular focus on serving companies in the technology, energy and financial sectors. We are recognized worldwide for delivering the highest-quality, commercially-oriented legal advice and for our culture of innovation and collaboration.
Our formula for success is simple—we provide the highest quality service to our clients and we hire the brightest and most talented individuals at every level. As an employer of choice we will provide our employees with challenging work, training opportunities, a supportive and team oriented culture, and the opportunity to work with the best talent in the legal profession.
Our Global Operations Center in Wheeling, West Virginia, is home to more than 300 members of our team. Established more than a decade ago, it was the first centralized administrative operation in a major law firm.
Orrick offers a friendly work environment, competitive salary, and excellent benefits.
Please visit www.orrick.com for more information about the firm.
To submit your resume and cover letter for this position, please visit our Paralegal and Professional Staff listing at www.orrick.com/careers/. Please include your salary expectations in your cover letter. Submissions without salary expectations may not be considered.
No phone calls please.
All qualified applicants will receive consideration for employment without regard to race, sex, color, religion, national origin, sexual orientation, gender identity, protected veteran status, or on the basis of disability.