- Prior 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.
