• Typical responsibilities include, but are not limited to, the following : Work closely with the NorCal IT Coordinator to address all technology issues for users in the Northern California office.
• Investigate, troubleshoot, and resolve first and second level software, hardware, system and user problems in a timely manner.
• As backup to the IT Coordinator, routinely perform various user, equipment, and software tasks, e.g., setting up workstations, installing / building printer queues, replacing hard drives, laptop setup and some server tasks.

Respond and attend to ad hoc requests.

• Using special permissions granted to local office support staff, address higher-level user and system issues.
• On an ongoing basis, identify and suggest to the Manager, Office Technology additional permissions / access for consideration to enable the local office computer support to resolve problems locally without escalating to NY Information Systems.
• Act as backup to IT Coordinator to maintain and be able to assist with telecommunication systems, servers and switch monitoring and maintenance including programming phones, configuring voicemail and quarterly maintenance.
• Work with IT Coordinator and relevant people in NY to maintain equipment inventory records and status.
• Participate in software and hardware rollouts / upgrades including planning, testing, scheduling, pilot testing, solicitation of user feedback and compilation of same, training, support, monitoring, etc.
• Interface and maintain effective communication with other Support, Training, Systems, Servers, Telecommunications and Multimedia staff.
• Utilize the Call Logging program to enter and track tickets for all user requests initiated by or escalated to the local IT Coordinator.

Escalate problems / tickets to the appropriate individual(s) or department(s) based on established guidelines and procedures via Call Logging program.

• On request, provide Status / Activity Reports to the Chief Information Officer.
• Working with the NorCal IT Coordinator, is responsible for local IS hardware, software, support and maintenance contract administration and service levels, including assisting with negotiation of contract provisions.
• Take the lead for handling vendor activities, involving the IT Coordinator and the relevant persons in NY as needed. Solicit, evaluate, and process vendor proposals for purchases of hardware, software and technical services to assure adherence to technical specifications and firm wide standards.
• Isolate recurring technical or training issues in order to proactively address lawyer and staff problems.
• Recommend and initiate projects to meet or exceed business requirements. Identify and investigate new technologies that will improve lawyer productivity.
• Acquire and maintain current knowledge of relevant product offerings and support policies to provide technically accurate solutions to users.
• Attend ongoing training programs to keep technical skills sharp.
• Conduct formal and informal training for new and existing users in NorCal in accordance with NY training standards and materials.
• Write instructional documentation associated with the Firm’s technology and ongoing changes. Review and customize instructional and support documentation provided by Information Systems in NY to suit local needs.
• In some of our location offices, the Computer Support Specialist will work with various lawyer practice groups on an ad hoc basis, e.

g. Litigation Technical Services, prepping trial hardware including : Setting up projectors, work stations, printers, scanners, workgroups, etc.

• Qualifications / Position Requirements Ability to work well with the NorCal IT Coordinator and collaboratively with other offices and business services staff.
• Demonstrate strong analytical and problem-solving skills.
• Exceptional customer service and interpersonal skills are required.
• Be attentive and responsive to addressing urgent user and system issues. Work and communicate effectively with NY Information Systems as appropriate to resolve these issues.
• Possess excellent interpersonal skills to communicate with all levels of lawyers and business services staff.
• Possess strong business / technical oral and written communication skills.
• Possess thorough understanding of the Help Desk process and call tracking system.
• Strong working knowledge of the Firm’s operating systems, software and hardware
• Ability to solve complex problems by gathering facts and applying detailed troubleshooting techniques, multitask and prioritize workload along with project assignments.
• Provide weekend and after-hours support, onsite as needed, related to building and maintenance requirements.
• Education and / or Experience Bachelor’s degree in Computer Science is preferred
• Minimum of 2 years’ work experience in an Information Technology environment
• Strong technical aptitude and working knowledge of MS Windows, MS Office 2010, Document Management Systems, Server / Desktop & trouble ticket software technologies is essential.
• Strong working knowledge of laptops, PDA & Mobile / Smart phones technologies, network concepts and IP Telephony is required.
• Solid working knowledge of general computer / server hardware and software configuration is necessary.

Last updated : 2024-04-23