What are the responsibilities and job description for the IT Support Center Coordinator position at Hunton Andrews Kurth LLP?
Hunton Andrews Kurth LLP, an international law firm, is actively recruiting a IT Support Center Coordinator to work in the Richmond or Dallas office. The IT Support Center Coordinator provides first tier support for firm technology requests, questions, and problem resolutions. Responsible for positive user experience through timely and accurate resolution and documentation of issues and requests. Acts as intradepartmental coordinator for IT Support Center and other IT groups.
RESPONSIBILITIES AND ACCOUNTABILITIES:
1. Provides IT support services to attorneys and staff, including the delivery and advancement of the firm’s technologies, application systems, best practices, knowledge bases, and educational opportunities.
2. Maintains a high-level of competency utilizing the firm’s applications (Microsoft Office, iManage DMS, etc.), technologies (workstations, remote access, mobile devices, printers, phones, etc.), policies, procedures, best practices, and knowledge bases.
3. Responds to and documents all direct contacts from internal and external users received via phone, email, or other means, utilizing the firm’s incident management system.
4. Ensures effective and timely flow of information with IT teams so that end-users are properly and timely informed of all computer, telecommunications, and other IT service concerns which may impact users’ ability to work.
5. Provides first tier support and maintenance for various firm, third-party, and client systems remotely or at end user’s location, including hardware, software, and mobile services.
QUALIFICATIONS:
Education: High school diploma or equivalent required. College degree preferred.
Experience: Minimum of three years of varied computer experience with emphasis on personal computers and applications support required, including internships, preferably in a law firm, professional services, or other client relationship-based organization. Working knowledge, or the ability to acquire such knowledge, of popular software application programs such as Microsoft Office, or similar word processing, presentation, database, spreadsheet, communications software, etc. preferred. Support experience within a large LAN/WAN with distributed physical locations and enterprise email preferred.
Other Minimum Qualifications: Accurate typing, strong word processing skills, ability to generate a large volume of work and pay strict attention to detail. Excellent communication skills. Spelling, punctuation and use of grammar must be of high quality. Must exercise initiative in problem solving and be capable of making sound decisions in the absence of clear instructions and be multiple task oriented. Ability to maintain flexibility regarding work assignments and flexibility to work overtime on short notice required. Ability to work well under pressure, patience, diplomacy, high stress tolerance, excellent interpersonal communication skills, ability to prioritize workload and adapt to changing conditions. Visual acuity needed for transcription, extensive reading and input (typing) of information into computer. Ability to receive and convey detailed information through oral communication. Essential competency processes include language ability, reasoning and memory. To perform this job successfully, the incumbent must possess the abilities or aptitudes to proficiently perform each of the responsibilities and accountabilities described above, with or without reasonable accommodation.
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