LAW FIRM EXPERIENCE IS REQUIRED

About the Role:

The Information Technology Coach offers expert-level technical support and training across a wide range of applications and technologies used within the firm. This position involves delivering superior, white-glove technical assistance and guidance to firm lawyers and staff, with a strong focus on understanding their needs and workflows to boost efficiency and client service. Exceptional technical and customer service skills are crucial.

Job Duties:

Manage and triage incoming Service Desk tickets, providing regular follow-ups, maintaining detailed ticket work notes, and resolving tickets promptly.
Maintain knowledge of supported hardware and software and understand how various departments, practice groups, and teams use them to support business processes.
Provide Level II and Level III technical support, including installation/configuration, troubleshooting, and problem resolution for PCs, printers, applications, smartphones, mobile devices, telephones, remote access, and document transfers through all Service Desk support channels.
Document all support interactions and resolutions in the incident tracking database.
Manage multiple tasks from initiation to closure in an organized manner, including setting expectations, communicating progress and issues, identifying and escalating risks, and prioritizing tasks.
Provide backup support for the IT Support Analyst team in the Service Desk call center.
Seek opportunities to help attorneys and staff leverage existing technologies in their workflow, documenting successes for the benefit of others.
Maintain awareness of and adherence to security measures, policies, methods, and procedures to safeguard enterprise systems, files, and firm data, promoting a culture that integrates information security into IT architecture and business processes.
Assist with determining and documenting the support impacts of new technology and planned software upgrades as requested.
Coordinate hardware repairs with outside vendors, monitor inventory levels, verify bills/invoices, and generate and maintain hardware and software inventories for the office.
Provide support for all audio/visual needs within the local office, partnering with the Lead AV Specialist and colleagues in all offices to ensure meetings are set up on time and executed smoothly.
Travel, provide after-hours support, and work non-business hours as necessary.
Assist with other special projects, tasks, and/or support as assigned.

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