IT Helpdesk Coordinator

Fagen Friedman & Fulfrost LLP (F3 Law); Modesto (CA); On-site; USD 55,000 - 66,000; Full time

Benefits offered by this job

Health insurance benefits

401(k) with profit-sharing

Job summary

F3 Law is seeking a sharp IT Helpdesk Coordinator to be the first line of defense for attorneys and staff, ensuring technology accelerates legal work rather than bottlenecks processes. The role requires a polished, reliable professional who can perform a variety of technology assistance, support and problem resolution across users and offices.

The candidate will handle hardware and software support, coordinate setups for new hires, and maintain confidentiality of client and firm matters while

Qualifications

• Must have expert proficiency in Microsoft Office Suite, iManage DMS, SQL Server Administration, Citrix Metaframe Server, Active Directory/Group Policy, Windows Server 2010, imaging/deployment, ShoreTel, and iPhone management.
• Strong technical, troubleshooting, and analytical skills.
• Ability to provide hands-on IT support across multiple offices.
• Capable of working independently with minimal supervision.
• Customer service oriented and collaborative within a team.
• Excellent time management and ability to handle multiple tasks under pressure.
• Excellent communication in person, email and phone with diverse attorneys, clients and staff.

Responsibilities

• Diagnose IT problems on desktops, laptops, and phone systems and provide resolutions.
• Proactively update users on progress and expected resolution times.
• Escalate complex issues and track progress for efficient resolution.
• Provide hardware and software support, including installations and updates across sites.
• Offer expertise and training on systems and software packages.
• Follow documented procedures and improve documentation as needed.
• Support IT operations to align with business processes and educate non-compliant users.
• Provide regular updates to IT Director on common issues and potential improvements.
• Use Helpdesk system to manage workload and communicate changes to users.
• Ensure timely training and information dissemination on relevant changes.
• Set up new PCs for new hires and coordinate with HR for equipment readiness.
• Support audio/video equipment in conference rooms and manage internal assets.
• Perform other duties as assigned and adapt to evolving needs.

Skills

Technical troubleshooting

Customer service

Independence

Time management

Communication

Multitasking

Team collaboration

Education

High School Diploma or Equivalent

Associate’s degree preferred

Tools

Microsoft Office Suite

iManage DMS

SQL Server

Citrix Metaframe Server

Active Directory/Group Policy

Windows Server 2010

ShoreTel IP Phone System

iPhone management

Job description

About F3 Law

At F3 Law, we believe that a culture of inclusion and belonging, one of embracing and respecting each other’s differences, strengthens our ability to serve our clients and communities. We are committed to fostering a workplace where individuals of all backgrounds feel valued and appreciated. By bringing together different perspectives and lived experiences, we create better solutions and a more dynamic, thoughtful, and effective team.

About F3 Law

At F3 Law, we believe that a culture of inclusion and belonging, one of embracing and respecting each other’s differences, strengthens our ability to serve our clients and communities. We are committed to fostering a workplace where individuals of all backgrounds feel valued and appreciated. By bringing together different perspectives and lived experiences, we create better solutions and a more dynamic, thoughtful, and effective team. F3 Law provides essential legal support to schools, colleges and other public entities, helping them navigate complex legal issues to fulfill their mission of serving students and communities.

Summary

We are looking for a sharp, composed, and service-oriented IT Helpdesk Coordinator to join our firm. You will be the first line of defense for our attorneys and staff, ensuring that technology serves as an accelerator—not a bottleneck—to their legal work. We are seeking a polished, reliable, and highly capable IT Helpdesk to perform a variety of technology assistance, support and problem resolution for computer users. This role maintains contact with attorneys, staff and clients, and observes confidentiality of client and firm matters.

Responsibilities

• Diagnose any technical support/IT problems on desktops, laptops, and phone systems and provide effective resolutions or information to the user.
• Proactively provide information and regular communication to users on the progress of outstanding support calls and provide an indication of timescale for resolution.
• Escalate any complex issues and keep track of the issue to ensure efficient resolution.
• Provide hardware and software support, including installation of new software and updates when required across supported sites.
• Provide expertise to all users and answer any queries or requests for support or training on systems and software packages.
• Conduct technical support in line with documented procedures. Identify improvements to documentation, implement, and communicate as necessary.
• Conduct IT support in line with business expectations supporting team procedures and processes to ensure issues are reported in the required manner and educate users who do not comply.
• Provide IT Director with regular updates on common issues encountered and identify possible long-term solutions/improvements
• Utilize communication channels to inform team of important issues, and suggested system improvements.
• Utilize the Helpdesk ticketing system in line with expectations to manage the Helpdesk workload.
• Ensure that all users are kept informed of relevant changes or developments on a timely basis and that all relevant training is provided.
• Arrangement of new PCs for new employees including setup, installation and configuration of the software/hardware based on individual user needs.
• Coordinate and physical set up computer and phone for new hires liaising with HR and other teams to ensure equipment is ready to use on new hire’s first day
• Support audio and video equipment in conference rooms.
• Manage and monitor internal assets to ensure accurate inventory records.
• Performs other duties as assigned.
• Other duties, responsibilities and activities may change or be assigned at any time with or without notice.

Requirements

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.

• Expert proficiency in the following applications:
  • Microsoft Office
  • iManage DMS
  • SQL Server Administration
  • Citrix Metaframe Server
  • Active Directory/ Group Policy
  • Windows 2010
  • Workstation image development and deployment
  • ShoreTel IP Phone System
  • iPhone
• Must have strong technical, troubleshooting and analytical skills
• Will provide hands-on technical support to end users in multiple offices
• Must be able to work independently with minimal supervision.
• Must be Customer Service (internal and external) & Team Oriented
• Must demonstrate exception time management skill and ability
• Punctual and regular attendance is required
• Interpersonal skills necessary to communicate in person, by email and telephone and follow verbal and written instruction effectively from a diverse group of attorneys, clients and staff and to provide information with ordinary courtesy and tact
• Satisfactorily perform multiple assignments in a timely fashion in a high-pressure environment
• Education: High School Diploma or equivalent. Associate’s degree or recognized equivalent of education and experience is preferred
• Experience: At least 2 years of experience providing IT technical support is required; MCP professional qualification is preferred
• Computer Skills: Enterprise, knowledge of networks and telecoms is preferred

Compensation, Benefits & Perks

• Annual Salary Range: $40.00 - $48.00 per hour based on experience
• Benefits: F3 Law offers a supportive and intellectually engaging work environment, reasonable billable hours, annual billable hour bonuses, comprehensive health insurance benefits, and a 401(k) plan with profit-sharing contributions.

F3 Law is an equal employment opportunity employer and does not discriminate against applicants or employees because of race, color, religion, national origin, sex, age, citizenship status, various ability status, genetic information, sexual orientation, or gender identity or expression of an otherwise qualified individual, or membership in any other class protected by applicable law. F3 Law hires and promotes individuals based on their qualifications for the job to be filled.

F3 Law seeks to build a culturally diverse staff where differences are valued and respected. Women, minorities, individuals with various abilities, veterans, LGBTQ+ and intersectional individuals are encouraged to apply.