Simpson Thacher & Bartlett LLP
Law
OfficeTechnologySupportAnalyst
Neural analysis suggests this role is
optimal for Mid candidates.
“Office Technology Support Analyst at Simpson Thacher & Bartlett LLP. Skills: IT user support, software support, hardware support, AV support, telephone support, troubleshooting, customer service. Provide assistance by liaising with clients via email, telephone, ticketing system or in person. Respond promptly and effectively to user inquiries, troubleshooting hardware, software, network, AV and telephone issues”
What You'll Achieve.
expedited resolution; personalized service; prevent issues before they occur; seamless access to all technology-related services; confidential information is securely handled; efficient resolution of all escalations; increase skills in specific areas of IT based on support call trends
Industry & Context.
troubleshooting hardware, software, network, AV and telephone issues; Diagnose and resolve technical issues; troubleshooting escalated issues
schedule flexibility to work different shifts during normal business hours and occasional after-hours and weekend support when required
What They're Looking For.
Must Have
2 to 4 years of relevant experience required, Ability to effectively present information verbally and in writing, 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 Office 365 (e. g. , Outlook, Word, PowerPoint, Excel), Knowledge of Document Management Systems (DMS) (e. g. , iManage), Ability to configure, install and maintain PC operating systems and related devices, Experience supporting handheld devices and associated software and devices, hardware/PC peripheral trouble-shooting skills
Nice to Have
CompTIA A+, Network+, Knowledge of Publisher, PDF software (e. g. , Nuance (Kofax), Adobe Pro), collaboration software (e. g. , MS Teams) and audio and video software (e. g. , Zoom/Teams) preferred, customer service skills and ability to interact with upper management, providing white glove service
What You'll Do.
Provide assistance by liaising with clients via email
ticketing system or in person
Respond promptly and effectively to user inquiries
troubleshooting hardware
AV and telephone issues
Prioritize and manage IT support for all Firm employees
Offer proactive IT maintenance and support for all Firm employees
Diagnose and resolve technical issues relating to desktop and laptops
various operating systems
peripherals and handheld devices
Escalate calls to the appropriate support teams
Maintain accurate records of all service desk interactions
Utilize knowledge base articles and departmental documentation to find solutions
Assist with the planning
scheduling and execution of computer equipment installations
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
Work with 3rd level support diagnosing and troubleshooting escalated issues
How You'll Work.
Team & Collaboration
works in conjunction with other offices; Coordinate with other departments; Participate in team meetings; work collaboratively in a team environment; Work with 3rd level support
Communication Scope
effectively present information verbally and in writing; liaising with clients via email, telephone, ticketing system or in person; Prioritize support requests and keep clients informed of the status of their query
Process & Methodology
planning, scheduling and execution of computer equipment installations, planning and leading training workshops
Full Job Description
Simpson Thacher & Bartlett LLP is one of the world’s leading international law firms. The Firm was established in 1884 and has approximately 2,000 lawyers. Headquartered in New York with offices in Beijing, Boston, Brussels, Hong Kong, Houston, London, Los Angeles, Luxembourg, Palo Alto, San Francisco, São Paulo, Tokyo and Washington, D.C., the Firm provides coordinated legal advice and transactional capability to clients around the globe. The Office Technology Support (OTS) Analyst supports the Houston office and works in conjunction with other offices to support all Firm employees. 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 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 all Firm employees, 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 all Firm employees to prevent issues before they occur and provide immediate on-site or remote assistance when needed. * Coordinate with other departments to ensure that users 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 main
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