IT Helpdesk Coordinator

At F3 Law, we believe that a culture of inclusion and belonging, one of embracing and respecting each other’s differences, strengthens our ability to serve our clients and communities. We are committed to fostering a workplace where individuals of all backgrounds feel valued and appreciated. By bringing together different perspectives and lived experiences, we create better solutions and a more dynamic, thoughtful, and effective team.

F3 Law provides essential legal support to schools, colleges and other public entities, helping them navigate complex legal issues to fulfill their mission of serving students and communities.

Summary

We are looking for a sharp, composed, and service-oriented IT Helpdesk Coordinator to join our firm. You will be the first line of defense for our attorneys and staff, ensuring that technology serves as an accelerator—not a bottleneck—to their legal work. We are seeking a polished, reliable, and highly capable IT Helpdesk to perform a variety of technology assistance, support and problem resolution for computer users. This role maintains contact with attorneys, staff and clients, and observes confidentiality of client and firm matters.

Responsibilities

• Diagnose any technical support/IT problems on desktops, laptops, and phone systems and provide effective resolutions or information to the user.
• Proactively provide information and regular communication to users on the progress of outstanding support calls and provide an indication of timescale for resolution.
• Escalate any complex issues and keep track of the issue to ensure efficient resolution.
• Provide hardware and software support, including installation of new software and updates when required across supported sites.
• Provide expertise to all users and answer any queries or requests for support or training on systems and software packages.
• Conduct technical support in line with documented procedures. Identify improvements to documentation, implement, and communicate as necessary.
• Conduct IT support in line with business expectations supporting team procedures and processes to ensure issues are reported in the required manner and educate users who do not comply.
• Provide IT Director with regular updates on common issues encountered and identify possible long-term solutions/improvements
• Utilize communication channels to inform team of important issues, and suggested system improvements.
• Utilize the Helpdesk ticketing system in line with expectations to manage the Helpdesk workload.
• Ensure that all users are kept informed of relevant changes or developments on a timely basis and that all relevant training is provided.
• Arrangement of new PCs for new employees including setup, installation and configuration of the software/hardware based on individual user needs.
• Coordinate and physical set up computer and phone for new hires liaising with HR and other teams to ensure equipment is ready to use on new hire’s first day
• Support audio and video equipment in conference rooms.
• Manage and monitor internal assets to ensure accurate inventory records.
• Performs other duties as assigned.

*Other duties, responsibilities and activities may change or be assigned at any time with or without notice.

Requirements

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.

• Expert proficiency in the following applications:
  • Microsoft Office
  • iManage DMS
  • SQL Server Administration
  • Citrix Metaframe Server
  • Active Directory/ Group Policy
  • Windows 2010
  • Workstation image development and deployment
  • ShoreTel IP Phone System
  • iPhone
• Must have strong technical, troubleshooting and analytical skills
• Will provide hands-on technical support to end users in multiple offices
• Must be able to work independently with minimal supervision.
• Must be Customer Service (internal and external) & Team Oriented
• Must demonstrate exception time management skill and ability
• Punctual and regular attendance is required
• Interpersonal skills necessary to communicate in person, by email and telephone and follow verbal and written instruction effectively from a diverse group of attorneys, clients and staff and to provide information with ordinary courtesy and tact
• Satisfactorily perform multiple assignments in a timely fashion in a high-pressure environment
• Education: High School Diploma or equivalent. Associate’s degree or recognized equivalent of education and experience is preferred
• Experience : At least 2 years of experience providing IT technical support is required; MCP professional qualification is preferred
• Computer Skills: Enterprise, knowledge of networks and telecoms is preferred
• Annual Salary Range : $36.50 - $44.00 per hour based on experience
• Benefits: F3 Law offers a supportive and intellectually engaging work environment, reasonable billable hours, annual billable hour bonuses, comprehensive health insurance benefits, and a 401(k) plan with profit-sharing contributions.

F3 Law is an equal employment opportunity employer and does not discriminate against applicants or employees because of race, color, religion, national origin, sex, age, citizenship status, various ability status, genetic information, sexual orientation, or gender identity or expression of an otherwise qualified individual, or membership in any other class protected by applicable law. F3 Law hires and promotes individuals based on their qualifications for the job to be filled.

F3 Law seeks to build a culturally diverse staff where differences are valued and respected. Women, minorities, individuals with various abilities, veterans, LGBTQ+ and intersectional individuals are encouraged to apply.