Innovative Support Team

Lotane & Associates P A•Cocoa, FL

2d•Onsite

About The Position

Lotane & Associates, P.A. is seeking to add an additional team member to the Innovative Support Team. This role is designed for someone who is comfortable supporting a wide range of business operations, data, automation, system workflows, vendor coordination, reporting, and process improvement. The Innovative Support Team is not a traditional IT help desk team. While this position may assist with basic user troubleshooting and simple technical support when needed, core IT support, hardware, network administration, and broader infrastructure support are handled by our dedicated IT provider. This role is focused on helping the firm improve how work moves through our systems, how data is reviewed and validated, how processes are documented, and how manual tasks can be made more efficient, accurate, and repeatable. The ideal candidate is detail-oriented, technologically proficient, comfortable learning new systems, and able to support both day-to-day operational needs and larger technology-driven improvement projects. This person should enjoy solving problems, testing workflows, working with data, coordinating with vendors, and helping internal teams use systems more effectively. This position is in-office, not a remote opportunity. Working schedule is Monday-Friday 8:00am-5:00pm. A 1-hour lunch break and two 15-minute breaks. That’s right, off nights and weekends!

Requirements

Associate Degree in Information Systems, Computer Science, Business Technology, Management Information Systems, or a related field; or equivalent work experience.
Minimum of two (2) years of experience in technical support, systems administration, information systems, business technology, or a related field.
Strong proficiency with Microsoft Office Suite, including Excel, Word, Outlook, Teams, and PowerPoint.
General computer troubleshooting and technical support experience.
Experience supporting users and resolving technical issues in a professional environment.
Strong problem-solving, analytical, and organizational skills.
Excellent verbal and written communication skills.
Ability to manage multiple priorities and meet deadlines.
Strong attention to detail and commitment to accuracy.
Ability to work independently and collaborate effectively with colleagues at all levels.
Professionalism, integrity, and the ability to maintain confidentiality when handling sensitive information.

Nice To Haves

Experience with Microsoft 365 administration, user account management, and software deployment.
Experience with Case Master Pro (CMP), Monday.com, workflow automation, or similar business systems.
Experience with FTP/SFTP file transfers, reporting tools, or operational technology systems.
Experience in a law firm, collections environment, financial services, insurance, or another process-driven business environment.
Strong Microsoft Excel skills, including filtering, sorting, reviewing formulas, and working with large datasets.
Experience testing workflows, automations, reports, imports, exports, or system changes.
Experience creating technical documentation, procedures, and standard operating procedures (SOPs).

Responsibilities

Assist with reviewing, testing, and improving internal workflows across firm systems and departments.
Help identify manual or repetitive processes that can be improved through better documentation, reporting, automation, or system configuration.
Support operational cleanup projects, workflow reviews, data validation efforts, and system process improvements.
Work with internal teams to understand business needs, document requirements, and help translate those needs into practical system or process solutions.
Assist with quality assurance checks to confirm that workflows, reports, imports, exports, templates, and system processes are producing the expected results.
Assist with building, testing, and maintaining automation processes that reduce manual work and improve consistency.
Help review, update, and validate scripts or automated workflows used for high-volume operational tasks.
Support document-generation processes, template logic, workflow routing, and system-driven tasking.
Work with existing tools, scripts, and platforms to help improve efficiency, accuracy, auditability, and repeatability.
Participate in testing and validation before new automations, workflows, or system updates are released to users.
Assist with reviewing and validating data across internal systems, spreadsheets, reports, and vendor files.
Support reconciliation efforts by comparing data, identifying discrepancies, and documenting findings clearly.
Help create or review reporting queries and data extracts used for operations, management review, audits, or process improvement.
Work with spreadsheets and structured data to organize, clean, compare, and summarize information.
Help maintain data accuracy by identifying inconsistencies, missing information, or process gaps that may affect reporting or operations.
Assist with testing and supporting internal tools, AI-assisted workflows, automation projects, and system integrations.
Help validate AI or automation outputs to ensure accuracy, reliability, and appropriate use.
Support projects involving cloud-based tools, vendor APIs, internal workflow tools, and system-to-system communication.
Participate in controlled testing of new tools and integrations before they are used in live operational processes.
Help document test results, blockers, expected behavior, and follow-up items.
Coordinate with internal departments, management, vendors, and technology partners on open items, system questions, testing needs, and follow-up tasks.
Help track vendor responses, project updates, unresolved issues, and action items.
Assist with gathering questions, documenting requirements, preparing meeting notes, and communicating status updates.
Support invoice, cost, usage, or service review efforts when related to systems, vendors, or operational tools.
Communicate clearly with both technical and non-technical users.
Assist internal users with basic system questions or simple troubleshooting when appropriate.
Help determine whether an issue is related to workflow, user process, system configuration, vendor support, or IT support.
Escalate true IT issues, hardware issues, network issues, access issues, or broader infrastructure concerns to the appropriate IT provider or vendor.
Help document issues clearly so they can be routed and resolved efficiently.

Benefits

Employee-Paid Vision and Dental Insurance
Employee-Paid AFLAC Supplemental Plans
Employer-Paid Life Insurance – $20,000 life insurance policy provided at no cost to the employee.
401(k) Retirement Plan – Company matches employees' contributions at 100% for 1-3% savings and 50% for 4-5% of savings after one year of employment.
Paid Time Off (PTO)
Paid Holidays – Enjoy 9 paid holidays annually.
Volunteer Time Program
Employee Assistance Program (EAP)
Tuition Reimbursement – Eligibility for tuition reimbursement after one year of employment, covering approved courses up to a designated amount.
Employee Discount Programs