IT Support Center Coordinator

Hunton Andrews Kurth LLP•Dallas, TX

1d•Onsite

About The Position

Hunton Andrews Kurth LLP is recruiting an IT Support Center Coordinator for its Dallas or Richmond office. The role provides first-tier support for firm technology requests, questions, and problem resolutions, with a focus on timely, accurate service and documentation that supports a positive user experience. The coordinator also serves as a liaison between the IT Support Center and other IT groups and helps maintain organizational security by advising users on security best practices. The schedule is Monday through Friday, either 1:30 p.m.–10:00 p.m. Eastern Time or 12:30 p.m.–9:00 p.m. Central Time, with a rotating Friday–Sunday on-call shift. The position requires compliance with the Firm’s in-office policy. The expected salary range for Richmond-based employees is $62,000–$72,000; salaries for employees based elsewhere may differ.

Requirements

High school diploma or equivalent.
At least three years of job-related experience, including internships.
Proficiency in Microsoft Office.
Ability to generate a large volume of work and make sound decisions when instructions are unclear.
Exceptional written and verbal communication and listening skills.
Accurate typing and word-processing skills, strong attention to detail, and high-quality spelling, punctuation, and grammar.
Strong organizational skills and the ability to work under pressure with patience, diplomacy, and high stress tolerance.
Ability to prioritize workload and adapt to changing conditions.
Ability to work overtime on short notice and remain flexible regarding work assignments.
Ability to work cooperatively as part of a team.
Ability to meet the role’s physical and communication demands, with or without reasonable accommodation.

Nice To Haves

College degree.
Experience in a law firm, professional services organization, or other client relationship-based organization.

Responsibilities

Provide IT support services to attorneys and staff, maintaining competency with firm applications, technologies, policies, procedures, best practices, and knowledge bases.
Respond to and document contacts from internal and external users via phone, email, or other channels in the firm’s incident management system.
Coordinate information flow with IT teams so end users are informed promptly about computer, telecommunications, and other IT service concerns that may affect their ability to work.
Provide first-tier support and maintenance for firm, third-party, and client systems remotely or at the end user’s location, including hardware, software, and mobile services.
Troubleshoot and diagnose hardware, software, and networking problems and support end-user productivity using available resources.
Identify, resolve, and escalate issues requiring immediate attention or elevated support, following firm workflows, procedures, and service expectations.
Use the incident management system to report technology and system issues, track resolutions, and identify trends or opportunities for training, coaching, and system enhancements.
Assist users with security best practices and help maintain organizational security.