IT Site Support Specialist

About Ropes & Gray

Ropes & Gray is a preeminent global law firm. The firm has been ranked in the top three on The American Lawyer's prestigious A-List for eight consecutive years and #1 on Law.com's UK A-List twice in the past three years - rankings that honor the "best of the best" law firms. The firm has approximately 2,500 lawyers and professionals serving clients in major centers of business, finance, technology, and government in Boston, Chicago, Dublin, Hong Kong, London, Los Angeles, New York, Paris, San Francisco, Seoul, Shanghai, Silicon Valley, Singapore, Tokyo and Washington, D.C.The firm has consistently been recognized for its leading practices in many areas, including asset management, private equity, M&A, finance, real estate, tax, antitrust, life sciences, health care, intellectual property, litigation & enforcement, privacy & cybersecurity, and business restructuring. Ropes & Gray is an equal opportunity employer.

Overview

The Site Support Specialist provides internal customer service, second level problem resolution, and, desktop technology support and site support.  The Site Support Specialist also participates in special projects as assigned. This role is responsible and accountable for the overall coordination of technology support and ancillary IT, and telecom functions for an office site. 

This position is assigned to the Desktop Services Group and takes day-to-day direction from the Desktop Services Supervisor.

Responsibilities

• Works with callers to resolve normal and unusual information system problems, or escalates as defined in normal operating procedures
• Provides technical support and problem resolution activities for assigned site
• Evaluates equipment requirements for assigned site
• Installs PC’s and related hardware; investigates hardware problems and performs minor repair
• Interfaces with vendors and Ropes & Gray Information Technology teams for resolution of telecom, video-conference, network, systems, and/or related hardware problems
• Uses technical tools and knowledge to meet or exceed performance standards and expectations
• Develops a knowledge of Firm’s total computing environment and the quality management processes and practices
• Utilizes the approaches, tools and techniques for working with individuals and groups in a constructive and collaborative manner
• Employs the application systems needed to deliver services to internal customers
• Performs other work related duties as assigned

Qualifications

• Bachelor's degree in the field of computer science or 5 years equivalent work experience
• Connectivity components of user laptops, workstations and VoIP phones
• Knowledge of approaches, tools and techniques for anticipating, recognizing, and resolving tec Knowledge of and experience in configuring, installing and supporting the hardware and technical problems
• Experience with desktop operating systems and office applications, specifically Windows 10 and Office 2016/365
• Broad application support experience in a legal environment
• Knowledge of video-conferencing and telecom support
• Experience with iOS and Android devices in an enterprise managed environment
• Working knowledge of a range of diagnostic utilities
• Knowledge of Asset Tracking and process
• Some travel may be required.

ESSENTIAL CAPABILITIES: 

• Must be able to understand the organization’s culture, philosophy and values
• Ability to provide excellent service, understanding customer needs and expectations
• Ability to prioritize multiple concurrent objectives or activities
• Ability to provide solutions and best practices for solving problems
• Ability to process information with high levels of accuracy
• Strong verbal and written communication skills. Ability to clearly deliver information to users of all technological levels. Thorough and accurate documentation of trouble tickets, capturing new information in Knowledge base articles.
• Ability to deal with and adapt to a change in the environment
• Proactively seeks out work and completes project goals
• Must demonstrate the ability to maintain strict confidentiality of the firm's internal and personnel affairs
• Ability to offer constructive feedback to and accept direct feedback from others

Compensation and Total Rewards Package

Ropes & Gray is proud to offer a comprehensive Total Rewards package to our business support team members. The firm also offers comprehensive health and well-being benefits, personal and professional development, career growth opportunities and a collegial and supportive culture. The anticipated pay range for this role is listed below and represents our good faith and reasonable estimate of the starting salary range at the time of posting. In addition, this role is eligible for a discretionary bonus based on performance. The actual offered rate for this position will be determined based on job-related, non-discriminatory factors, including qualifications and experience, geographic location, education, external market data and consideration of internal equity.

• Chicago: $63,700 - $92,350

Working Conditions

This position requires on-site presence as an essential function of the role. Consistent and predictable on-site presence is required for ongoing business continuity, professional development and effective collaboration with colleagues and management.

Lifting and transporting of moderately heavy objects, such as computers and peripherals.