IT Helpdesk Administrator


The IT Helpdesk Administrator’s role is to monitor and maintain the computer systems and software applications for the firm. Additionally, the IT Helpdesk Administrator will maintain and monitor end-user workstations and local area networks, perform routine work station set-up and maintenance, install software, provide end-user support, and troubleshoot and correct computer problems. The IT Helpdesk Administrator will provide software application training for end-users and coordinate outside resources as needed for IT, copier and telephone system maintenance and issues. The IT Helpdesk Administrator will work in tandem with contracted IT resources for infra-structure and system recommendations and projects and will work closely with decision makers in other departments to identify, recommend, develop, implement, and support cost-effective technology solutions for all aspects of the organization.


Strategy & Planning

  • Communicate with Management and Firm personnel to continually assess the technology needs of the Firm to improve productivity and efficiency.

Acquisition & Deployment

  • Assist management in the development of the IT Department budget including forecasting end-user expenses (hardware/software acquisitions)
  • Investigate cost savings measures (shop vendors) to ensure best possible pricing
  • Initiate, coordinate and enforce system policies and procedures. Create and maintain written/electronic documentation of IT policies and procedures.
  • Develop Firm standards and best practices for consistency
  • Develop and enforce system security protocols. Conduct periodic audits of system security protocols to identify potential issues/failures.
  • Maintain master service agreement/license list to monitor expiration dates and ensure compliance with licensing requirements
  • Create and maintain current hardware/software physical inventory list and coordinate inventory replacement schedule.

Operational Management

  • Manage the deployment, monitoring, maintenance, development, upgrade, and support of end-user IT systems, including PCs, operating systems, hardware, software, and peripherals.
  • Work with outside IT Support provider for all network and server related issues.
  • Communicate/work with all users to facilitate prompt resolution of hardware/software related issues.
  • Communicate/explain computer related information to all users in layman’s terms.
  • Perform periodic surveys of Firm’s users to identify any issues/needs to increase productivity and efficiency.
  • Manage and maintain Firm’s telecommunication systems to include telephone system, copier maintenance and internet connectivity
  • Assist marketing when required with website maintenance
  • Develop and conduct internal technology training for new and existing employees.
  • Establish and maintain regular written and in-person communications with the organization’s executives, department heads, and end-users regarding pertinent IT activities.

Position Requirements

Formal Education & Certification

  • Minimum of an Associate’s Degree in related field or equivalent work experience
  • Minimum of 2 years’ experience in similar role or related work experience
  • Certifications are a plus

Knowledge & Experience

  • Strong technical knowledge of PC operating systems.
  • Application support experience with Microsoft Office, Citrix, Microsoft SQL.
  • Knowledge of firm and practice area workflows.
  • Knowledge of applicable data privacy practices and laws.

Personal Attributes

  • Excellent written and oral communication skills.
  • Excellent interpersonal skills.
  • Ability to present ideas in business-friendly and user-friendly language.
  • Communicate/explain computer related information to all users in layman’s terms.
  • Highly self-motivated and self-directed.
  • Ability to work independently as well as in a team environment.
  • Keen attention to detail.
  • Ability to effectively prioritize.
  • Ability to handle multiple projects concurrently.
  • Exceptional customer service orientation (internal and external).
  • Ability to learn and support new technology.

Work Conditions

  • On-call availability.
  • Sitting for extended periods of time.
  • Dexterity of hands and fingers to operate keyboard, mouse, power tools, and to handle other computer components.
  • Lifting and transporting of moderately heavy objects, such as computers and peripherals.

Resume and cover letter should be sent in confidence to Sue Whitehead , Director of Client Development, at [email protected]

No phone calls please.  Equal Opportunity Employer.