Senior Office Technology Support Analyst

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, Chicago, Dallas, 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 Senior Office Technology Support Analyst is responsible for providing comprehensive, operational and strategic IT service to the Chicago office. Due to the nature of the role, the team is currently requiring on-site presence five days per week.

Essential Job Duties & Responsibilities

• Support all aspects of the IT function within the Chicago office, including IT infrastructure, computer equipment and peripherals, printers, A/V, telephones, mobile devices, etc.

• Maintain a high level of white glove customer service support for all end-users in Chicago, paying particular attention to the needs and requirements of the office’s VIPs ensuring they are fully supported.

• Provide appropriate reports on IT service issues to Global IT leaders and the Director of Administration.

• Collaborate with global teams and other IT Departments where required to deliver a secure, evolving and reliable IT experience for all end-users.

• Respond promptly and effectively to user inquiries, troubleshooting hardware, software, network, A/V and telephone issues.

• Keep abreast of the latest developments and trends within IT and keep up to date with technological and industry updates.

• Maintain accurate records of all Service Desk interactions and assist local and global analysts in making sure these details are captured concisely and accurately.

• Create, maintain and review knowledge base articles and departmental documentation.

• Participate in and contribute to team meetings locally and globally.

• Assist with and coordinate the planning, scheduling and execution of computer equipment installations, office moves, imaging and upgrades where required.

• Help maintain inventories and all stock including but not limited to: laptops, desktops, printers, mobile devices, printers and all desktop-based IT peripherals.

• Assist with the setup, coordination, configuration and troubleshooting of A/V equipment for meetings, conferences and events.

• Be a point person for off-site setups including but not limited to: local Partner Retreats/Conferences, Partner events and home setups as required.

• Work with 3rd level support diagnosing and troubleshooting escalated issues.

• Must have schedule flexibility to work different shifts during normal business hours and occasional after-hours and weekend support when required by Firm, office or department priorities.

• Must be able to travel to other offices as needed to provide support in accordance with the Firm’s operational requirements.

• Perform other duties as assigned.

Education

Required

• Bachelor's degree or technical certifications in lieu of a college degree

Preferred

• CompTIA A+, Network+

Skills and Experience

Required

• 4-5 years of experience providing direct IT support to customers, preferably in a law firm.

• 4-5 years of experience in configuring, installing and maintaining PC operating systems and related hardware devices.

• Demonstrable knowledge of various telecom systems and A/V equipment.

• Ability to effectively present information verbally and in writing.

• Must have superior judgment and the ability to deal discreetly with confidential information.

• Ability to always interact well and professionally with all levels and departments.

• Ability to self-direct, manage multiple priorities, analyze needs, and implement solutions in a high-pressure environment.

• Strong attention to detail.

• White glove customer service experience.

• Must be flexible and willing to work additional hours as needed.

Preferred

• ITIL V4, CompTIA A+ and Network+ are a plus.

• Prior experience in a professional services environment is required; experience in a regional office of a global law firm is preferred.

Salary Information

Simpson Thacher will not sponsor applicants for work visas for this position.

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Simpson Thacher & Bartlett is committed to a collegial work environment in which all individuals are treated with respect and dignity. The Firm prohibits discrimination or harassment based upon race, color, religion, gender, gender identity or expression, age, national origin, citizenship status, disability, marital or partnership status, sexual orientation, veteran’s status or any other legally protected status. This Policy pertains to every aspect of an individual’s relationship with the Firm, including but not limited to recruitment, hiring, compensation, benefits, training and development, promotion, transfer, discipline, termination, and all other privileges, terms and conditions of employment.