Service Operations Specialist

Overview

Orrick currently has an excellent opportunity for a Service Operations Specialist I at our Global Operations & Innovation Center in Wheeling, WV
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• Excellent customer service skills, have the capacity to deescalate situations using a friendly demeanor and allow people the opportunity to describe problems or requests for service, while obtaining a sense of the priority and setting an appropriate time frame within the department's service level agreements if something cannot be resolved on first contact.
• Provide comprehensive technical support through phone, email, and chat.
• Offer hands on support while in the office for walk up inquiries.
• Use good judgment, skill, and internal/external research to generate innovative solutions to technical problems and/or appropriate workarounds so that the customer can get back to work as efficiently as possible.
• In the event a resolution cannot be found, determine the proper priority based upon the customer's needs and coordinate with other department engineers to obtain a solution.
• Resolve as many incidents as possible while meeting monthly metric objectives for categories including phone availability and percent answered, chat availability and percent answered, ticketed calls and chat percentages, customer service ratings, unexcused absence/tardiness, and shift coverage availability.
• Act as an incident/ticketing workflow coordinator when scheduled or assigned, including monitoring unassigned incidents, assigning out work, coordinating escalations, monitoring calls in queue, ensuring agent availability, keeping abandon rates low, and dealing with critical outages.
• Log all support issues in the IT service management database with accurate descriptions and detailed work notes.
• Demonstrate strong judgment and decision-making skills; make educated decisions on demand with minimal supervision.
• Maintain the ability to work in a fast-paced, high-tech environment, prioritize work, and effectively multitask.
• Arrive/log into work on time; be willing to work flexible hours as needed and requested. Willingness to work overtime and be a team player is necessary to provide shift coverage during vacations, holidays, illness, and peak firm demand.
• Install firm software and provide basic training on how the core applications work.
• Develop and keep up-to-date documentation on technical configurations.
• Monitor system alerts and proactively address potential issues using problem management.
• Work on complex projects as assigned with a team or independently and complete tasks in a timely manner.
• Identify security issues and take action to protect the firm’s integrity.
• Adequately support a work-from-home environment; understand home networks, wireless printers, office equipment, and troubleshoot the firm’s remote access software and tools.
• Ability to perform computer imaging and proficiency with installing operating systems on various makes and models of laptops and desktops.
• Keep the Wheeling office computers up to date by issuing new hardware as necessary, or as the lease expires, coordinating a smooth transition by backing up and restoring software/documents.
• Provide in-office support of the firm’s video conferencing equipment.
• Set up and troubleshoot enterprise-level printers.
• Assist with equipment needs inside the office; understand how to hook up computers to monitors, docking stations, mice, keyboards, headsets, and other peripherals to work efficiently.
• Be open to travel opportunities to help with setup, install, and troubleshooting of technical hardware for trial sites, office moves, new openings, meetings, retreats, and assisting other IT staff when short-staffed.
• Willingness to be flexible with working various schedules and shifts.

• Bachelor's degree or equivalent combination of education and experience.
• Minimum two years' experience troubleshooting computer systems.
• Basic knowledge of Windows and Mac operating systems including Windows Server OS.
• Basic understanding of the Microsoft Office suite with a focus on Outlook, Word, Excel, Teams.
• Microsoft Exchange, Azure Active Directory, and Intune administrators.
• Cisco phone and voicemail administrators.
• General proficiency in mobile phone troubleshooting focusing on the Apple iPhone OS.
• Adequate professional writing skills and excellent verbal communication skills.
• Computer hardware repair.
• Citrix remote environment administration and troubleshooting.
• Ability to understand and convert technical jargon to plain English for non-technical audiences.
• Proficient knowledge of printers, including setup, scanning, wireless network connection, and driver troubleshooting.
• Basic networking, especially wireless networks.
• Zscaler zero-trust security.
• Understanding of legal services software.
• One primary certification required each year (e.g., Microsoft Azure, Intune, Office certifications, or a CompTIA certification, or industry-specific AI certification).
• One secondary certification required each year; can be another primary certification or a…