OTS Analyst

The Office Technology Support (OTS) Analyst supports the NYC office and works in conjunction with the international offices to support the Firm’s Partners and C-Suite Executives.

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. The role

will require a hardworking, dedicated professional looking to expand their IT

knowledge and become an integral part of a technology support service.

Responsibilities

• Prioritize and manage IT support for VIPs and Executive Suite members, 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 VIPs to prevent issues before they occur, and provide immediate on-site or remote assistance when needed

• Coordinate with other departments to ensure that VIPs have seamless access to all

  technology-related services and that their confidential information is securely handled

• Provide assistance by liaising with clients via email, telephone or in person as part

  of the New York IT Service

• Respond promptly and effectively to user inquiries, troubleshooting hardware,

  software, network, AV and telephone issues

• 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 maintain visibility to ensure efficient resolution of all escalations

• Prioritize support requests and keep clients informed of the status of their query

• Maintain accurate records of all service desk interactions including issue descriptions, troubleshooting, investigative steps taken and resolution details

• Utilize knowledge base articles and departmental documentation to find solutions

• Participate in team meetings, training sessions and service improvement sessions both locally and globally

• Assist with the planning, scheduling and execution of computer equipment installations, imaging, upgrades and effectively escalating user requests, problem trends and business needs where required

• Assist with planning and leading training workshops designed to increase skills in specific areas of IT based on support call trends

• Help maintain and keep inventory of all stock including but not limited to; laptops, desktops, printers, mobile devices, printers and all desktop based IT peripherals

• 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

• Assist users in operating AV equipment, providing guidance and troubleshooting as needed

• Any other ad-hoc duties/projects as required by the New York or global OTS management team

• Perform other duties as needed

Education

Preferred

• Associates Degree

• A+ Certification

Skills and Experience

Required

• Minimum of 3 years of relevant IT and customer service experience

• Strong customer service skills and ability to interact with upper management,

• providing white glove service

• Ability to configure, install and maintain PC operating systems and related

• devices

• Experience supporting handheld devices and associated software and devices

• Strong hardware/PC peripheral trouble-shooting skills

Preferred

• Prior experience at a law firm

• Prior experience or exposure to Video Conferencing equipment · Excellent knowledge of MS Office Systems and Data Management systems (e.g. iManage)

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.