This position is primarily responsible for all aspects of the day-to-day IT support of our 50-person Malvern office covering Tier I and Tier II support and systems administration work. This includes support for all hardware (e.g., laptops, desktops, printers, etc.), software (e.g. Office, iManage, practice- specific software, etc.) and systems (such as video conferencing). Reporting to the Technical Support Services Manager with a dotted line relationship to the Malvern Office Manager, this IT generalist will also handle IT onboarding procedures for new hires in all offices, ensuring a great first impression for incoming partners and employees. This position will participate in the IT after-hours on-call support rotation and will require some unplanned overtime to service the needs of our population.
Approximately half of this position will involve analyzing and resolving general computer hardware and software issues for Malvern office users, in addition to:
Collaborating with other IT staff and vendors to resolve technical issues in a timely manner, providing hands-on support for the audio/visual needs of the office, providing just-in-time education on proper use of the technology, and logging all support requests into the service desk ticket system, updating and closing tickets daily.
Approximately one quarter of the job duties of this position will involve coordinating new hire IT onboarding processes and procedures, taking ownership of this critical IT process to ensure it is comprehensive, accurate and efficiently executed, completing the new hire checklist in a timely manner, and updating the new hire set-up procedure documentation as necessary and constantly seeking ways to improve the process, including automating steps where practicable.
Approximately ten percent of this position will involve acting as the primary IT liaison with software providers servicing practice groups and departments operating out of the Malvern office. Duties include: managing specialty software including inventory of versions, consumers, vendors, licensing data and related tasks, establishing relationships with the relevant software providers, coordinating new releases and upgrades with the desktop team, rolling out new features to end users in coordination with Stradley’s internal training team and addressing pricing issues with the CIO, and developing a working familiarity with the software sufficient to run reports, understand and analyze data tables and provide support to end users.
Other duties as assigned.
Bachelor's degree in management information systems, information technology or information systems management.
A minimum of 7 years’ experience working in the information technology industry with exposure to helpdesk, desktop and system administrator roles; additional experience considered in lieu of education.
Intermediate to advanced knowledge of current hardware and software applications including laptops, desktops, tablets, smartphones, Microsoft Office, iManage DMS, Citrix and VPN remote access and audio/video systems.
An IT generalist with broad experience working as a help desk analyst / desktop analyst / systems administrator in a Microsoft centric, multi-office business is ideal.
Strong customer focus with excellent interpersonal skills; respectful and team-oriented, assertive but tactful, receptive to feedback and excited about continuous improvement.
Excellent work ethic, strong sense of ownership for both individual and team work, including doing what is needed without being asked, and following through.
Must be able to work independently but collaborate within a decentralized team.
Previous law firm or professional services experience preferred.
Outgoing, personable and able to engender trust.
Strong analytical, problem-solving, organizational and planning skills, and common sense required.
Must speak concisely and convincingly and write similarly.
Able to lift computer equipment weighing up to 75lbs.
Results-oriented, self-starters only!
Stradley Ronon Stevens & Young, LLP is an Equal Opportunity Employer.