IT Support Center Coordinator

Hunton Andrews Kurth LLP, an international law firm, is actively recruiting an IT Support Center Coordinator in our Dallas or Richmond office to work 1:30pm - 10:00pm est or 12:30pm - 9:00pm cst Monday through Friday. This position provides first tier support for firm technology requests, questions, and problem resolutions. Responsible for positive user experience through timely and accurate resolution and documentation of issues and requests. Acts as intradepartmental coordinator for IT Support Center and other IT groups. Helps maintain organizational security and assist users with best practices related to security. RESPONSIBILITIES AND ACCOUNTABILITIES 1. Provides IT support services to attorneys and staff, while maintaining a high-level of competency utilizing the firm’s applications (Microsoft Office, iManage DMS, ), technologies (workstations, remote access, mobile devices, printers, phones, etc.), policies, procedures, best practices, and knowledge bases. Schedule includes rotating on-call shift Friday-Sunday. 2. Responds to and documents all direct contacts from internal and external users received via phone, email, or other means, utilizing the firm’s incident management system. 3. Ensures effective and timely flow of information with IT teams so that end-users are properly and timely informed of all computer, telecommunications, and other IT service concerns which may impact users’ ability to work. 4. Provides first tier support and maintenance for various firm, third-party, and client systems remotely or at end user’s location, including hardware, software, and mobile services. 5. Troubleshoots and diagnoses hardware, software, and networking problems and ensures end-user productivity using all available resources. 6. Identifies, resolves, and escalates issues requiring immediate attention or elevated support to the appropriate groups, adhering to firm workflow, procedures, and service expectations. 7. Utilizes the Firm’s incident management system to report technology/system issues and track resolutions, and to identify trends and opportunities for additional training, coaching, and/or system enhancements. QUALIFICATIONS 1. Education: High school diploma or equivalent required. College degree preferred. 2. Experience: Minimum of three years’ job-related experience required, including internships, preferably in a law firm, professional services, or other client relationship-based organization. Proficiency in Microsoft Office required. 3. Other Qualifications: Compliance with Firm in-office policy required. Ability to generate a large volume of work and be capable of making sound decisions in the absence of clear instructions. Exceptional written and verbal communication and listening skills. Accurate typing, word processing skills and ability to pay strict attention to detail. Spelling, punctuation and use of grammar must be of high quality. Must have strong organizational skills. Ability to work well under pressure, patience, diplomacy, high stress tolerance, ability to prioritize workload and adapt to changing conditions. Visual acuity needed for transcription, extensive reading and moderate or advanced keyboard usage. Ability to sit or stand for extended periods of time. Ability to receive and convey detailed information through both written and oral communications. Ability to lift, carry, reach, stoop or bend, at times repetitively, for tasks involving filing or movement of files/supplies weighing up to 5-10 pounds. Essential competency processes include language ability, reasoning and memory. Ability to maintain flexibility regarding work assignments to work overtime on short notice required. Ability to work in a cooperative manner as a member of a team. To perform this job successfully, the incumbent must possess the abilities or aptitudes to proficiently perform each of the responsibilities and accountabilities described above, with or without reasonable accommodation. EEO/drug-free workplace/E-Verify participant/Veteran/Disability. The expected salary range for Richmond, VA based employees is $62,000 - $72,000 though salaries for employees based outside of Richmond, VA may differ. Beyond an employment candidate's physical location, salary offers may be based on a number of factors, including, but not limited to, education, training and/or experience. In addition to providing competitive compensation in the form of salaries and bonuses, Hunton Andrews Kurth offers a range of benefits and wellness options based on experience, performance and location that compare favorably to market standards in every region and across the legal industry. Please view the Equal Employment Opportunity Poster here . Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights notice from the Department of Labor. The information offered on this site does not constitute an express or implied contract, and may be modified or revoked without notice at the discretion of Hunton Andrews Kurth LLP. #J-18808-Ljbffr Hunton Andrews Kurth LLP