October 24, 2007

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Computer Support Coordinator

Location: New York, NY
Date Posted: 03-29-2019

The Computer Support Coordinator performs all essential duties and responsibilities of the Computer Support department and assists the Computer Support Manager with coordinating daily Service Desk activities.

  • Coordinate the day-to-day operations of the Service Desk.
  • Handle first and second level user support incidents and requests received via telephone, e-mail or walk-in, in a timely manner.
  • Interface and maintain effective communication and follow-up with IS personnel and firm employees.
  • Escalate problems to appropriate individual(s) based on established guidelines and procedures.
  • Coordinate Computer Support weekly Education Sessions, attendance, agenda and provide presentations as needed for various IT topics.
  • Acquire and maintain current knowledge of relevant product offerings and support policies to provide technically accurate solutions to users.
  • Attend ongoing training programs to keep technical skills sharp.
  • Complete weekly follow-up e-mails to users to maintain positive user experience.
  • Recommend improved Support methods aimed at increasing Support’s efficiency and productivity.
  • Participate in software and hardware rollouts/upgrades including planning, testing, scheduling, solicitation and compilation of user feedback, training, support, monitoring, etc.

Assist the Computer Support Manager with the following administrative tasks, assuming primary responsibility for those listed below:
  • Maintain attendance records of Computer Support staff
  • Coordinate weekly Computer Support schedule and revise as needed based on staffing changes/requests.
  • Monitor and effectively manage Service Desk Ivanti ISM queue ensuring timely follow up by Computer Support Specialists.
  • Generate routine Ivanti ISM and ACD system reports.
  • Participate in Computer Support new hire interviews, orientation, cross training.
  • Quickly and efficiently, respond to critical user issues.
  • Monitor and maintain wiki content for Computer Support.
  • Provide or coordinate concierge service to arriving partners, directors, managers and lateral hire lawyers.

Assist the Computer Support Manager to address spontaneous problems and issues as needed:
  • Coordinate testing activities with technical staff in other offices.
  • Troubleshoot complex technical user issues.
  • Conduct weekly staff meeting in the manager’s absence.

  • Strong technical skills in Microsoft Office 2016 and Outlook 2016, Windows 10, Ivanti ISM, Internet Explorer, Adobe Acrobat, iOS devices, Mobile Iron, ChangePro, DocXTools, Citrix, Duo Mobile, iManage DeskSite, printers, desktops and laptops.
  • Knowledge of Wikis and Unix is a plus
  • Exceptional analytical and customer service skills
  • An understanding of law firm operations
  • Strong interpersonal skills
  • Excellent telephone etiquette
  • Strong oral and written communication skills
  • Thorough understanding of Service Desk processes
  • Ability to manage a varied workload and meet deadlines
  • Must be able to work collaboratively with lawyers and staff, demonstrating strong work ethic, teamwork and a positive attitude

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