Senior 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, Milan, 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 Senior IT Site Support Specialist is the on-site technology resource, providing high-touch IT desktop support , second tier problem-resolution, and advanced desktop troubleshooting for local and remote sites.  The senior specialist leads and participates in special projects as assigned; is responsible and accountable for the overall coordination of projects, technology support, and ancillary IT functions including videoconferencing, telecom, and networking at sites where local expertise is unavailable or requires assistance. 

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

Responsibilities

• Serve as the IT points of contact for the Hong Kong office, delivering high-touch, professional, and user-focused support to attorneys staff at all levels
• Provide timely troubleshooting and resolution of hardware, software, operating system, and connectivity issues, escalating when appropriate to ensure rapid resolution
• Demonstrate a strong customer service mindset by actively listening, empathizing with users, and communicating clearly, including in high-pressure situations
• Interfaces with vendors and internal IT groups for resolution of telecom, videoconferencing, network, servers, and/or other related hardware problems.
• Proactively engage with employees and visitors by regularly walking the office and building strong working relationships
• Onboard new employees and ensure a seamless IT experience from day one, including equipment setup and system access
• Uses advanced technical tools, resources, and knowledge to meet or exceed performance standards and expectations
• Knowledgeable about the Firm’s total computing environment and quality management processes, maintaining the ability to make informed suggestions for process improvements
• Employs application systems needed to deliver services to internal customers
• Helps with change management when testing software functions for other internal teams
• Demonstrates knowledge regarding lifecycle management of hardware/software, uses tools to track hardware changes
• Install, configure, maintain, and upgrade computer systems, peripherals, and related technology
• Maintain accurate records of support requests and resolutions within the ticketing system
• Set up, operate, and support audiovisual equipment for meetings, conferences, and events, including displays, projectors, microphones, audio systems, and control system
• Stay current on emerging IT and audiovisual technologies, industry best practices, and support methodologies
• Recognizes and analyzes trends with help tickets, informing management when necessary.
• Mentors junior team members in best practices and methods including sharing one’s expertise with colleagues and documenting the process
• Proactively champions internal department projects and programs.
• Leads by example, exercising good judgment and professionalism.
• Performs other work-related duties as assigned.

Qualifications

EDUCATION, EXPERIENCE & SKILLS:

• Bachelor’s degree in the field of computer science or 6-8 years equivalent work experience
• Extensive knowledge of laptop and desktop operating systems, and connectivity thereof. Possesses experience configuring, installing, and supporting hardware and networking components of Microsoft Windows 11 and M365 applications.
• Knowledge of videoconferencing functionality including Zoom, Teams, and Cisco technologies and their operational components, software, and hardware.
• Knowledge of tools and techniques for anticipating, recognizing, and resolving technical problems.
• Broad application support experience with MS Office, iManage, and other legal core business applications.
• Experience with mobile devices: iPhone, iPad, and Android devices in an MDM enterprise environment.
• Maintains a working knowledge of diagnostic utilities.
• Knowledgeable in Asset Tracking and processes.

ESSENTIAL CAPABILITIES:

• Understands and practices the organization’s culture, philosophy, and values.
• Possesses self-improvement and initiative to accomplish goals with the ability to positively motivate others.
• Manages multiple concurrent objectives or activities, and effectively makes judgments in prioritizing and time allocation.
• Strives to improve expertise in work environment by research, studies, formal education, or training.
• Provide solutions and best practices for solving problems.
• Processes information with high levels of accuracy.
• Communicates with others verbally and/or written, producing a variety of business documents that demonstrate a command of language, clarity of thought, and orderly presentation.
• Adapts to a changing environment maintaining the ability to manage priorities.
• Understands customer needs and expectations, providing excellent service across all facets of the business.
• Maintains strict rules of confidentiality regarding internal or personnel matters.
• Offers constructive feedback and accepts 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. 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.

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.