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Computer Support & Training, Coordinator – Computer Support

Davis Polk & Wardwell LLP (including its associated entities) is an elite global law firm with world-class practices across the board. Clients know they can rely on us for their most challenging legal and business matters. From offices in the world’s key financial centers and political capitals, our more than 1,000 lawyers collaborate seamlessly to deliver exceptional service, sophisticated advice and creative, practical solutions.
Job title
Computer Support & Training, Coordinator – Computer Support
New York
Computer Support & Training
Reports to

Manager, Computer Support

Work Schedule

Monday through Friday, 9:30 am – 5:30 pm (additional hours as required)

Position Summary

The Coordinator, Computer Support performs all essential duties and responsibilities of the Computer Support department and assists the Manager, Computer Support with coordinating daily Service Desk activities.

Essentials Duties and Responsibilities

Typical responsibilities include, but are not limited to, the following:

  • Coordinate the day-to-day operations of the Service Desk.
  • Handle first and second level user support incidents and requests received via telephone, e-mail or walk-in, in a timely manner.
  • Interface and maintain effective communication and follow-up with IS personnel and firm employees.
  • Escalate problems to appropriate individual(s) based on established guidelines and procedures.
  • Coordinate Computer Support weekly Education Sessions, attendance/daily schedule, agenda and provide presentations as needed for various IT topics.
  • Acquire and maintain current knowledge of relevant product offerings and support policies to provide technically accurate solutions to users.
  • Attend ongoing training programs to keep technical skills sharp.
  • Complete weekly follow-up e-mails to users to maintain positive user experience.
  • Recommend improved Support methods aimed at increasing Support’s efficiency and productivity.
  • Participate in software and hardware rollouts/upgrades including planning, testing, scheduling, solicitation and compilation of user feedback, training, support, monitoring, etc.

Assist the Manager, Computer Support with the following administrative tasks, assuming primary responsibility for those listed below:

  • Maintain attendance records of Computer Support staff.
  • Coordinate weekly Computer Support schedule and revise as needed based on staffing changes/requests.
  • Monitor and effectively manage Service Desk Ivanti ISM queue ensuring timely follow up by Computer Support Specialists.
  • Generate routine Ivanti ISM and ACD system reports.
  • Participate in Computer Support new hire interviews, orientation, cross training.
  • Quickly and efficiently, respond to critical user issues.
  • Monitor and maintain wiki content for Computer Support.
  • Provide or coordinate concierge service to arriving partners, directors, managers and lateral hire lawyers.

Assist the Manager, Computer Support to address spontaneous problems and issues as needed:

  • Coordinate testing activities with technical staff in other offices.
  • Troubleshoot complex technical user issues.
  • Conduct weekly staff meeting in the manager’s absence.
Qualifications / Position Requirements
  • Strong technical skills in Microsoft Office 2016 and Outlook 2016, Windows 10, Ivanti ISM, MS Edge, Internet Explorer, Adobe Acrobat, iOS devices, Mobile Iron, ChangePro, DocXTools, Citrix, Duo Mobile, iManage DeskSite, printers, desktops and laptops.
  • Knowledge of Wikis
  • Exceptional analytical and customer service skills
  • An understanding of law firm operations
  • Strong interpersonal skills
  • Excellent telephone etiquette
  • Strong oral and written communication skills
  • Thorough understanding of Service Desk processes
  • Ability to manage a varied workload and meet deadlines
  • Must be able to work collaboratively with lawyers and staff, demonstrating strong work ethic, teamwork and a positive attitude
Education and/or Experience
  • Bachelor’s degree in technology is preferred.
  • Minimum of three years’ experience as a Coordinator or Supervisor.

The expected base salary for this position ranges from $120,000 - $130,000. Salary offers are based on a wide range of factors including relevant skills, training, experience, education, anticipated assignment, and, where applicable, licensure or certifications obtained. Market and organizational factors are also considered. Davis Polk offers a competitive salary and comprehensive benefits package.

To apply, please email a resume and cover letter.

Apply by email
This job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee. Duties, responsibilities and activities may change or new ones may be assigned at any time with or without notice.