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.

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.

• 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.

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
  • Shore Tel IP…