164WH - Service Operations Specialist II

Orrick currently has an excellent opportunity for a Service Operations Specialist in the Global Operations & Innovation Center ("GOIC") in Wheeling, WV.

Do you want to be part of a professional dynamic team providing a single point of contact for the efficient resolution of technical issues that develop within the Orrick IS&T architecture? You will support attorneys, staff and business partners on Firm computer systems across multiple regions 24x7. As a member of this team, you will handle multiple priorities, generate creative solutions to problems and develop skills required to support the efforts of the firm's practice groups and administrative operations.

Responsibilities:

• Provide comprehensive technical support through phone, email, and chat for the firm. Provide local hardware support for the Wheeling offices.
• Greet customers in a friendly manner and allow them to fully describe problems or requests for service. Obtain a sense of the customer's priority and negotiate an appropriate time frame within the department service level agreement to follow up on any issues that are not able to be resolved on first contact.
• Log all support issues into the I.T. service management database and include detailed work notes.
• Use judgement, skill, knowledgebase articles, internet searches, or any resources provided to troubleshoot and come to a resolution on I.T. related issues. If a resolution cannot be found, be able to determine the proper escalation point necessary.
• Resolve as many incidents as possible while maintaining proficient metrics in all categories consistently throughout the year including but not limited to: calls answered, phone availability, chats answered, chat availability, ticketed calls and chats, customer service index, and unexcused absence and tardiness.
• Install firm software and be able to provide basic knowledge on how each piece of software works.
• Develop and update documentation on technical configurations and provide guidance to others using knowledgebase articles.
• Act as incident workflow coordinator when scheduled or assigned. This includes but not limited to: monitoring unassigned incidents, assigning work to be completed, escalations, monitoring calls in queue and agent availability, pay attention to abandon rates, and dealing with critical outages based off of operation protocols.
• Ability to prioritize work and effectively multitask.
• Log into work on time and work flexible hours as necessary to meet the business requirements of the firm. Provide shift coverage in the event of vacations and/or illness and holidays.
• Strong judgment and decision-making skills. The ability to make decisions on the fly with little or no supervision while keeping appropriate discretion if needed or required.
• Work independently or with a team on complex projects as assigned and complete in a timely manner.
• Mentor and train Service Operation Specialist I.
• Perform related tasks as needed or assigned.

Qualifications:

• Bachelor's degree or equivalent combination of education and experience.
• Minimum of three years' experience in the use of computer systems in a corporate environment.
• Proficiency with current Microsoft operating systems (Windows, Server, and Office suite)
• Proficiency in Mac operating systems.
• Skilled in smart phone operating systems.
• Minimum two technical certifications required for continuing education each year to stay on top of current industry trends.
• Excellent customer service skills in both verbal and written communications.
• Intermediate PC, Printer, and peripheral troubleshooting for various makes and models.
• Strong understanding of Active directory, Exchange, SCCM, Software Center, drivers, VPN, basic networking, and software troubleshooting.
• Foreign language skills are a plus.

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 eighth year in a row, Fortune named Orrick to its 2023 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 is committed to providing a comprehensive, thoughtful total compensation package to our attorneys and staff, wherever they work.

The amount of pay offered will be determined by a number of factors, including but not limited to qualifications, relevant experience, primary work location, market data, and internal equity. Other compensation may include an annual discretionary merit bonus, which would be determined by Firm and individual performance.

We offer a full range of elective health benefits including medical, dental, vision and life insurances; robust mental well-being benefits; child, family, elder, and pet care benefits; short- and long-term disability benefits; a health savings account (w/applicable medical plan), flexible spending accounts, long-term care insurance, and a 401K program. Eligible employees will receive compensated time off through either a Paid Time Off or Flexible Time Off program (depending on position), generous Parental leave benefits, and paid holidays.

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.

We are an Equal Opportunity Employer.

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