IT Systems Coordinator

Introduction SourcePro Search has a fantastic opportunity for an IT Systems Coordinator with our top ranked global law firm client. This role offers a competitive base, excellent growth potential and a fantastic firm culture. Summary Under general supervision and according to established policies and procedures, the IT Systems Coordinator position involves extensive team and end-user interaction. Maintains positive contact with attorneys and support staff, observes confidentiality of personnel and Firm matters. The IT Systems Coordinator must be able to perform problem analysis to resolve system issues and provide solutions to reported issues. The IT Systems Coordinator will work with the IT Systems Supervisor and the Computer Operations Manager to address and resolve staffing issues. Shift: Monday - Friday 12:00 p.m. - 8:00 p.m. What You'll Do The IT Systems Coordinator will split time between answering support calls and serve as the primary escalation position for the rest of the Systems Analysts. Coordinate requests for home visits to partners’ residences. Assist in on-boarding/off-boarding of employees. Will work closely with the Desktop team to troubleshoot users issues and facilitate the transfer of resolution information to the other members of the HelpDesk. Will at times take direction from the members of the Desktop Engineering team to address and resolve more complex issues relating to user issues. Serve as a liaison and facilitator between IT groups to assist in addressing and resolving IT issues. Assist in troubleshooting software/hardware application issues. Engage in conflict resolution ensuring a productive team environment and work satisfaction. Follow up on all open ticket related calls, as well as all calls escalated to interdepartmental teams. Service Desk: Monitor the queue of requests in Service Now and assign requests or personally resolve as appropriate. Ensure all incidents are logged and timely resolved. Evaluate tickets for proper categorization, documentation, and customer satisfaction. Communicate information regarding open tickets to the appropriate shift as needed. Train new HelpDesk staff in Service Now procedures and best practices. Ensure that all IT staff are in compliance. Knowledge Transfer: Identify chronic, recurring technical problems, make managers aware of these problems, and work with appropriate IT staff to resolve them. Document procedures and knowledge-base information to be utilized by members of the IT department. Maintain a highly competitive knowledge of relevant products, current support policies, and methods of support delivery. Participate in the growth and development of a central knowledgebase by authoring reusable incident solutions and technical articles. Participate in analysis of Service Now data which may require identification of changes to procedures, standards and systems. What You’ll Bring College degree in a computer-related discipline required. Technical experience related to the area of assignment may substitute for the degree requirement on a year-for-year basis. Three to five years of experience in a technical environment, supporting the latest version of the Microsoft Office application suite as well as iManage, Payne, Workshare, DocXtools, SMS, Microsystems, Litera, and other legal specific applications. One to two years of supervisory experience. Experience in working with various groups and teams within and outside the IT group. Law firm experience a plus. One or more of these certifications a plus: MCITP: Enterprise Desktop Support Technician on Windows MOS: Microsoft Office Specialist; Certification in Word, Excel and Outlook (version 2016) PowerPoint or Access, Network+ preferred. HDI: HelpDesk Analyst Certification Knowledge, Skills, Abilities Required Demonstrate leadership and interpersonal skills necessary to communicate effectively with all staff while serving a demanding user base in a highly demanding environment. Excellent analytical skills. Ability to remain calm under pressure. Ability to understand customer needs and expectations, provide excellent customer service and fulfill customer expectations. Ability to gauge strengths and limitations of HelpDesk team, escalating problems when needed in order to maintain workflow. Self-starter who is a curious learner, independently motivated, professional, responsible, and reliable. Ability to handle multiple tasks and time-sensitive work demands in a fast paced, professional environment while continuing to fulfill essential duties. Serve as initial point of contact for telephone and e-mail inquiries on the Firm’s software applications, hardware, printers, and remote technologies directed to the IT department. Excellent organizational skills and extraordinary attention to detail, including the ability to prioritize multiple urgent tasks and the ability to delegate effectively. Excellent written and verbal communication skills. Strong working knowledge of the Firm’s core applications including Windows 10, Microsoft Office 2016, iManage/DeskSite, and other industry standard document management systems. Knowledge of Interaction, Mac OS, Visio, and law firm specific applications. Administer accounts through AD and other Microsoft administration tools. Follow up on calls escalated to Infrastructure, Development, Exchange Administrator, etc. Responsible for installing and maintaining all end-user IT equipment. This includes personal computers, laptops, printers, electronic devices, and the software that runs on these devices. Maintain accurate records of all maintenance, inventory and security measures associated with the Firm’s inventory. Collaborate extensively with peers to resolve user issues while actively contributing to a growing knowledge network that improves the effectiveness of the team and the information available to users. Must be flexible in adjusting schedule to accommodate the needs of the department and the Firm. Must be available and willing to cover different shifts and, on rare occasions, work overnight, as needed, as well as weekends and holidays. #J-18808-Ljbffr