IT Systems Coordinator

Introduction

Source Pro 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.

• 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.

• 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 Help Desk.
• 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 Help Desk 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.

• 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, Doc Xtools, 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:
  Help Desk Analyst Certification Knowledge, Skills,

• 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…