ITS Assistant

Job Summary Reporting to the Senior Director - IT, the ITS Assistant is responsible for ensuring technical requests are rapidly triaged, assigned, and resolved within all internal and external Service Level Agreements (SLAs)

while keeping hardware rollouts, system upgrades, and routine maintenance tasks strictly on schedule.

handling audit deliverables, letter campaigns and ad hoc System Process requests within our Collection Legal Software System(s), (CLS) and Cogent. The Systems Specialist role also assists in creating, maintaining, and generating letters, legal pleadings and documents according to work standards and guidelines. The ITS Assistant is an important role within a dynamic, fast-paced team that is integral to the success of all legal actions within a multi-state law firm.

Essential Duties And Responsibilities This list of duties and responsibilities is not all inclusive and may be expanded to include other duties and responsibilities as management may deem necessary.

• Monitor incoming support tickets and categorize, prioritize, and assign requests as needed based on severity and impact.
• Review tickets for accuracy of information contained within and correct where needed. Ensure scoping and requirements are complete and respond/work with ticket submitter if information is lacking.
• Track ticket lifecycles to ensure all internal and external Service Level Agreements (SLAs) are met, proactively escalating aging tickets to management.
• Monitor tickets for user, vendor, or client responses that are needed. Escalate to appropriate individuals as needed.
• Maintain rigorous documentation within the ticketing system (e.g., SolarWinds, Jira, ServiceNow, Freshservice), ensuring troubleshooting steps, asset tags, and resolutions are accurately logged.
• Update the internal IT Knowledge Base to empower users with self-service troubleshooting guides.
• Performance Reporting: Generate weekly and monthly metrics reports from the ticketing platform, highlighting recurring technical issues, resolution times, and team capacity.
• Project/Tracker Management: Keep team project boards or project trackers updated, flagging and escalating potential timeline bottlenecks or resource constraints to the IT leadership.
• Assist in maintaining the master IT calendar for routine updates, data backups, and server maintenance to prevent overlapping downtime.
• Other responsibilities as assigned.

Required Skills/Abilities

• Advanced skills with Word, WordPerfect, Excel, PowerPoint and SharePoint.
• Exceptional organizational skills, rigid attention to deadlines, and the ability to communicate clear technical concepts to non-technical staff under pressure.
• Prior experience in managing and organizing tickets, work queues, and/or projects.
• One to three years of experience in an IT Help Desk, Service Desk, or Project Coordinator role.
• Proven proficiency managing queues in ITSM platforms like Jira or SolarWinds

Education And Experience

• One to three years of experience in an IT Help Desk, Service Desk, or Project Coordinator role.
• Proven proficiency managing queues in ITSM platforms like Jira or SolarWinds
• Hands-on experience with project coordination tools like Asana, Trello, Monday.com, or MS Project - Preferred

Physical Requirements

• Prolonged periods of sitting at a desk and working on a computer.
• Frequently required to talk or hear, and use hand to type, handle, or touch objects.
• Regularly required to stand and walk, and may be required to stoop, bend, or reach above the shoulders.
• Must be able to occasionally lift up to 25 pounds at times.
• Must be able to access and navigate each department at the organization’s facilities

Work Environment The position is primarily an in an office.

Schedule Standard business hours, Monday Through Friday with occasional evening and weekends during implementations.