Support
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RennerBrown
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IT Coordinator
Job Description
Job Title: IT Coordinator
Location: Northern California
Exempt/Non-Exempt: Non-Exempt
Work Schedule: Mon to Fri, 9:00am to 5:00pm (OT as required)
Position Summary
The Coordinator, IT is responsible for providing technical support and related services to the professional and business services personnel in the NorCal Office and provides desk-side, email and telephone support to all end-users in the firm.
Essential Duties and Responsibilities
Typical responsibilities include, but are not limited to, the following:
Location: Northern California
Exempt/Non-Exempt: Non-Exempt
Work Schedule: Mon to Fri, 9:00am to 5:00pm (OT as required)
Position Summary
The Coordinator, IT is responsible for providing technical support and related services to the professional and business services personnel in the NorCal Office and provides desk-side, email and telephone support to all end-users in the firm.
Essential Duties and Responsibilities
Typical responsibilities include, but are not limited to, the following:
- Work closely and supervise the Computer Support Specialist to address any and all technology issues for users in the NorCal office.
- Investigate, troubleshoot, and resolve first, second and third level software, hardware, system and user problems in a timely manner.
- Routinely perform various user, equipment, and software tasks, e.g., setting up workstations, installing/building printer queues, replacing hard drives, laptop setup and server tasks. Supervise and address ad hoc issues that arise.
- Address higher level user and system issues in collaboration with NY IT professionals.
- Identify and suggest to the Manager, Office Technology additional permissions/access for consideration to enable the local office business services staff to resolve problems locally without escalating to NY Information Systems.
- Assist with telecommunication systems, servers and switch monitoring and maintenance including programming phones, configuring voicemail, and quarterly maintenance.
- Work with IT staff in NY and CS Specialist to maintain accurate equipment inventory records and status.
- Lead and participate in software and hardware rollouts/upgrades including planning, testing, scheduling, pilot testing, solicitation of user feedback and compilation of same, training, support, monitoring, etc.
- Supervise multimedia services including setup, training, support and monitoring of audiovisual equipment for conferences both internally and externally and confirm weekly testing of audiovisual equipment.
- Interface and maintain effective communication with other Support, Training, Systems, Servers, Telecommunications and Multimedia staff.
- Monitor and set-up local iPhone accounts, trouble-shoot user issues and liaise with AT&T vendor.
- Review HEAT Call Logging program to ensure tickets for all users are locally resolved. Escalate problems/tickets to the appropriate individual(s) or department(s) based on established guidelines and procedures via HEAT.
- On request, provide Status/Activity Reports to the Director, Technology Support Services.
- Participate in monthly Global Computer Support and quarterly ITC conference calls to facilitate communication among technical support, training, administration and engineering regarding software, hardware, and firm wide rollouts.
- Provide status of projects and problems in the local office, contribute to problem solving associated with issues spanning multiple offices and attend periodic internal group meetings to address technical issues with relevant firm departments.
- Responsible for local IS hardware, software, support and maintenance contract administration and service levels, including assisting with negotiation of contract provisions.
- Responsible for handling local vendor activities and working with the relevant personnel in NY as necessary and solicit, evaluate, and process vendor proposals for purchases of hardware, software, and technical services to assure adherence to technical specifications and firm wide standards.
- Isolate recurring technical or training issues in order to proactively address lawyer and business services’ issues.
- Recommend improved support methods aimed at increasing support’s efficiency and productivity.
- Recommend and initiate projects to meet or exceed business requirements. Identify and investigate new technologies that will improve lawyer productivity.
- Acquire and maintain current knowledge of relevant product offerings and support policies to provide technically accurate solutions to users.
- Attending ongoing training programs to keep technical skills sharp.
- Supervise formal and informal training for new and existing users in NorCal in accordance with NY training standards and materials.
- Write instructional documentation associated with the Firm’s technology and ongoing changes and review and customize instructional and support documentation provided by Information Systems in NY to suit local needs.
- Work with Litigation Technical Services, prepping trial hardware including setting up projectors, screens, workstations, printers, scanners, workgroups, etc.
- Work with Manager, Office Technology to purge and remove outdated hardware.
- Ability to work well with the NorCal Computer Support Specialist and also collaboratively with other offices and business services.
- Be attentive and responsive to addressing urgent user and system issues and work effectively with NY IS as appropriate to resolve these issues.
- Possess excellent interpersonal skills to communicate with all levels of lawyers and business services.
- Possess strong business/technical oral and written communication skills.
- Strong working knowledge of Firm’s operating systems, software, and hardware.
- Ability to solve complex problems by gathering facts and applying detailed troubleshooting techniques, multitask and prioritize workload along with project assignments.
- Provide weekend and after-hours support, onsite as needed, related to building and maintenance requirements.
- Ability to manage a varied workload and meet deadlines.
- Must be punctual and reliable.
- Must be able to work collaboratively with lawyers and business services, demonstrating strong teamwork and a positive attitude.
- Flexibility in daily schedule to accommodate unexpected situations arising from attorneys/legal assistants and other business services personnel.
- Ensure confidentiality of all Firm and client documentation and information
- Bachelor’s degree in Computer Science is required.
- Minimum of 5 years’ work experience in an Information Technology environment for a professional organization; demonstrate strong analytical and problem-solving skills.
- Experience working with MS Windows, MS Office 2010, Document Management Systems, Server/ Desktop & trouble ticket software technologies is essential.
- A strong hardware aptitude to address issues with servers and systems utilized by the firm. A strong working knowledge of laptops, PDA & Mobile/Smart phones technologies, network concepts and IP Telephony is also required.
- Solid working knowledge of general computer/server hardware and software configuration is necessary.