OTS Analyst

The Office Technology Support (OTS) Analyst supports the local office and workingin 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 andtelephone support providing a white glove service for the Firm's local users. The rolewill require a hardworking, dedicated professional looking to expand their ITknowledge and become an integral part of a technology support service.ResponsibilitiesPrioritize and manage IT support for VIPs and Executive Suite members, ensuringexpedited resolution and personalized serviceDevelop and maintain strong relationships with VIPs, understanding their specific needs and preferences to provide tailored IT solutionsOffer proactive IT maintenance and support for VIPs to prevent issues before they occur, and provide immediate on-site or remote assistance when neededCoordinate with other departments to ensure that VIPs have seamless access to alltechnology-related services and that their confidential information is securely handledProvide assistance by liaising with clients via email, telephone or in person as partof the New York IT ServiceRespond promptly and effectively to user inquiries, troubleshooting hardware,software, network, AV and telephone issuesDiagnose and resolve technical issues relating to desktop and laptops, variousoperating systems, applications, peripherals and handheld devicesEscalate calls to the appropriate support teams with the assistance of the OTSManager and maintain visibility to ensure efficient resolution of all escalationsPrioritize support requests and keep clients informed of the status of their queryMaintain accurate records of all service desk interactions including issue descriptions, troubleshooting, investigative steps taken and resolution detailsUtilize knowledge base articles and departmental documentation to find solutionsParticipate in team meetings, training sessions and service improvement sessions both locally and globallyAssist with the planning, scheduling and execution of computer equipment installations, imaging, upgrades and effectively escalating user requests, problem trends and business needs where requiredAssist with planning and leading training workshops designed to increase skills in specific areas of IT based on support call trendsHelp maintain and keep inventory of all stock including but not limited to; laptops, desktops, printers, mobile devices, printers and all desktop based IT peripheralsAssist with the removal and set-up of computer hardware and software as part of office movesAssist with the setup, configuration and troubleshooting of AV equipment for meetings, conferences and eventsAssist users in operating AV equipment, providing guidance and troubleshooting as neededAny other ad-hoc dutiesprojects as required by the New York or global OTS management teamPerform other duties as neededEducationRequiredHigh School diploma or GED equivalent requiredSkills and ExperienceRequiredMinimum of 3 years of relevant IT and customer service experienceStrong customer service skills and ability to interact with upper management,providing white glove serviceAbility to configure, install and maintain PC operating systems and relateddevicesExperience supporting handheld devices and associated software and devicesStrong hardwarePC peripheral trouble-shooting skillsPreferredPrior experience at a law firmPrior experience or exposure to Video Conferencing equipment •Excellent knowledge of MS Office Systems and Data Management systems (e.g. iManage)Salary InformationNY Only: The estimated base salary range for this position is $70,000 to $95,000 at the time of posting.The actual salary offered will depend on a variety of factors, including without limitation, the qualifications of the individual applicant for the position, years of relevant experience, level of education attained, certifications or other professional licenses held, and if applicable, the location in which the applicant lives andor from which they will be performing the job. This role is non-exempt meaning it is overtime pay eligible.Privacy NoticeFor information about how Simpson Thacher & Bartlett LLP collects and processes your personal information, please refer to our Privacy Notice available at 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, age, national origin, citizenship status, disability, marital or partnership status, sexual orientation, protected veteran's status or any other legally protected status. "Gender" includes actual or perceived sex, a person's gender identity, self-image, appearance, behavior or expression, whether or not that gender identity, self-image, appearance, behavior or expression is different from that traditionally associated with the legal sex assigned to that person at birth. 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.#LI-Onsite

Created: 2025-01-08