IT Support Assistant – Help Desk & Project Coordination

About the role

The ITS Assistant works under the Senior Director of IT to ensure technical requests are triaged, assigned and resolved quickly, while keeping hardware rollouts, system upgrades and routine maintenance on schedule. The role also supports audit deliverables, letter campaigns and ad‑hoc system process requests for the firm’s legal software platforms.

Key responsibilities

• Monitor incoming support tickets, categorize, prioritize and assign them based on severity and impact.
• Review tickets for completeness, follow up with submitters for missing information and track ticket lifecycles to meet internal and external SLAs.
• Maintain rigorous documentation in ticketing systems (e.g., SolarWinds, Jira, ServiceNow, Freshservice) including troubleshooting steps, asset tags and resolutions.
• Update the internal IT Knowledge Base with self‑service troubleshooting guides.
• Generate weekly and monthly performance metrics reports highlighting recurring issues, resolution times and team capacity.
• Keep project boards or trackers up‑to‑date and flag potential timeline bottlenecks to IT leadership.
• Assist in maintaining the master IT calendar for updates, backups and server maintenance to avoid overlapping downtime.

Required profile

• 1‑3 years of experience in an IT Help Desk, Service Desk or Project Coordinator role.
• Proven proficiency managing queues in ITSM platforms such as Jira or SolarWinds.
• Hands‑on experience with project coordination tools (e.g., Asana, Trello, Monday.com, MS Project) – preferred.

Required skills

• Microsoft Word, WordPerfect, Excel, PowerPoint and SharePoint.
• Jira and SolarWinds ticketing platforms.
• Project coordination tools such as Asana, Trello, Monday.com or MS Project.