Job Details
We have an exciting opportunity for a User Support Coordinator in the Washington, DC office at Eversheds Sutherland (US) LLP. We are searching for someone who wants to be a valued contributor and member of a talented and dynamic team of lawyers, paralegals and business professionals.
The User Support Coordinator (onsite) will serve as a liaison between the user population and IT professionals and ensure that user impact is considered in IT decisions.
Responsibilities and Duties:
- In an onsite environment, resolves immediate office issues as well as requests escalated by the Help Desk, including cross-office remote support.
- Troubleshoots IT issues, including software and network issues, software installations, applications, document imports, connectivity issues, etc. Proactively anticipates and resolves user issues through review of tickets and communications with users.
- Evaluates, tests and implements new technologies.
- Consults with IT staff or vendors in addressing IT issues.
- Updates Help Desk supervisors on IT issues for documentation.
- Supports onboard end-user process, including electronic file transfers, mobile devices, etc.
- Prioritizes workload accordingly to daily, weekly, assigned tasks.
- Supports AV needs and hardware requirements for all personnel.
- Participates in the weekly on-call rotation to provide after-hours, weekend, and holiday support.
- Maintains technical expertise on all standard Firm software.
- Provides backup assistance to other team members and managers in Technology, as needed.
- Performs other technology related duties, as assigned.
Knowledge, Skills and Abilities:
- A Bachelors degree is preferred in a computer science or related information technology field from an accredited college or university. Equivalent combination of an Associates degree and five years related work experience will be accepted.
- Three years of experience working in a technology department with Windows software is required in a similarly sized, law firm. Must have thorough knowledge of Windows 11, MS Office 365, Azure Active Directory, Citrix, Cisco VPN, Intune, Ring Central or similar phone system support, iManage or equivalent. Must have knowledge and experience with supporting mobile devices, both Android and Apple, including knowledge of mobile device management systems. Excellent interpersonal communications and demonstrated ability to work with all levels of personnel is needed. Strong experience in conferencing applications (RingCentral, Teams, and Zoom) and audio-visual equipment and conference room setups.
- Excellent communications and problem-solving skills are required. Strong understanding of Windows software. Must be detail-oriented, organized and have strong ability to multi-task and prioritize workloads. Ability to present ideas in a business-friendly and user-friendly language.
This role will require on-site presence 5 days per week. Salary is commensurate with years of relevant experience & geographic location. The range for this position is $68,400 - $91,300.
Eversheds Sutherland (US) LLP is committed to promoting diversity and inclusion within our Firm and in the larger legal profession. We believe that diverse skills, knowledge and viewpoints make us a stronger firm. Eversheds Sutherland (US) LLP maintains a policy of affording all employees and applicants equal employment opportunities without regard to actual or perceived race, color, religion, sex (including pregnancy, childbirth, lactation and related medical conditions), sexual orientation, gender (including gender identity or expression or transgender status), national origin, age, disability, genetic information, marital or familial status, domestic violence victim status, ancestry, amnesty, citizenship status, ethnicity, military and veteran status, or any other characteristic protected by applicable law. Unlawful discrimination, harassment and retaliation will not be tolerated in any of the Firms offices or any other work-related setting. Qualified individuals with a disability may request a reasonable accommodation in order to apply for a position or to enable them to perform the essential functions of a position for which they are otherwise qualified. EEO.