IT Support Center Coordinator

Hunton Andrews Kurth LLP•Richmond, VA

2d•$62,000 - $72,000•Onsite

About The Position

Hunton Andrews Kurth LLP is recruiting an IT Support Center Coordinator for its Dallas or Richmond office. The position provides first-tier support for firm technology requests, questions, and problem resolution, with a focus on timely, accurate service and documentation. The coordinator also facilitates communication between the IT Support Center and other IT groups, supports organizational security, and helps users follow 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, and includes a rotating Friday–Sunday on-call shift. The role requires compliance with the firm’s in-office policy. The expected salary range for employees based in Richmond, Virginia, is $62,000–$72,000; salaries for employees based elsewhere may differ and may depend on factors including education, training, and experience.

Requirements

High school diploma or equivalent required.
At least three years of job-related experience required, including internships.
Proficiency in Microsoft Office required.
Comply with the firm’s in-office policy.
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, close attention to detail, and strong spelling, punctuation, and grammar.
Strong organizational skills; ability to work under pressure, exercise patience and diplomacy, tolerate stress, 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 perform the role’s responsibilities and accountabilities, with or without reasonable accommodation.
Visual acuity for transcription and extensive reading, and ability to use a keyboard moderately or extensively.
Ability to sit or stand for extended periods and to lift, carry, reach, stoop, or bend, sometimes repetitively, while handling files or supplies weighing up to 5–10 pounds.
Ability to receive and convey detailed information through written and oral communications; language ability, reasoning, and memory are essential competency processes.

Nice To Haves

College degree preferred.
Job-related experience in a law firm, professional services organization, or other client relationship-based organization preferred.

Responsibilities

Provide IT support services to attorneys and staff, using knowledge of firm applications, technologies, policies, procedures, best practices, and knowledge bases.
Respond to and document direct contacts from internal and external users through phone, email, or other channels in the firm’s incident management system.
Coordinate timely information flow with IT teams so end users are informed about IT service concerns that may affect their 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, using available resources to support end-user productivity.
Identify, resolve, and escalate issues requiring immediate attention or elevated support according to 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, or system enhancements.
Help maintain organizational security and assist users with security best practices.