Information Technology (IT) Coach
This is an exciting opportunity to work for one of the top law firms in the U.S.! Davis Wright Tremaine is looking for an experienced Information Technology Coach to join our IT team in Seattle.
This position will embed themselves with practice groups and departments to understand their needs, workflows, and become advisors on tools and processes that will enhance efficiency and client service. The Information Technology (IT) Coach will undertake additional application support responsibilities to provide a higher level of expertise around a multitude of applications in use throughout the firm. Superior technical and customer service skills are paramount.
At Davis Wright Tremaine, you will find challenging assignments, opportunities for professional growth and community involvement, and a culture of inclusion and innovation.
- Provide personalized desk-side training and coaching on approved firm applications, mobile devices, and IT security best practices
- Become intimately familiar with business processes and firm applications to provide education and advice to departments, practice groups and teams to improve efficiency
- Collaborate with teammates and other coworkers to identify and resolve issues and problems, and make improvements. Document all support interactions and their resolutions in the incident tracking database
- Keep professional skills current by taking relevant training, continuing education courses, and conferences. Apply and share these skills back on the job to the betterment of the department and firm
- Maintain high quality standards within the team by supporting good practices and habits. Identify and encourage areas for growth and improvement within the team
- Assess opportunities for application and process improvement and prepare documentation of rationale to share with team members, leadership, and other affected parties
- Be committed to “seeing around the corner” and sharing these insights with the law and technology community. Identify and adopt technology solutions as they apply to legal practice
In this role, you will:
- Able to manage multiple, small or mid-scale projects (assignments) from initiation to closure in an organized fashion. This includes the setting of expectations with attorneys and practice groups, communication of progress and issues, identification and escalation of risks, and prioritization of tasks
- Work with learners to identify their needs, strengths, goals and advise or refer them to appropriate programs and levels of instructions
- Seek opportunities to help attorneys leverage our existing technologies within their workflow of delivering legal services to clients. Document the successes for the benefit of others
- Provide proactive, in-person support to all users within the local office by frequently traversing all floors and seeking opportunities to assist
- Provide Service Desk Level II and Level III equivalent technical advice/support, troubleshooting assistance, and problem resolution for PCs (both laptops and desktops), printers, applications, smartphones, telephones, remote access, and document transfers
- Provide training and support for all audio/visual needs within the local office. Partner with Lead Audio Visual Specialist and colleagues in all offices to ensure meetings are setup on time and executed without issues
- Assist with determining, documenting, and communicating the support impacts of new technology and planned software upgrades as requested
- Maintain awareness of and adherence to security measures, policies, methods and procedures that safeguard the integrity of, and access to enterprise systems, files, and firm data. Promote a culture that promotes information security as an integral part of IT architecture and business processes
- Coordinate timely repair of hardware with outside vendors, monitor inventory levels, verify bills/invoices, and generate and maintain hardware and software inventories for the office
- Coordinate specific systems-related office needs with the Office Administrator (or local manager) and IT personnel
- Assist with scheduling and communicating all system changes and downtime within the office as requested
- Assist with other special projects, tasks, and/or support as assigned
- Provide off-hours support as necessary
- Travel as necessary
Join us if you have:
- Experience in a law firm, required
- 2+ years’ experience providing knowledge transfer and technical training
- 2+ years’ experience providing direct hardware and software support preferred
- Demonstrate an understanding of desktops, laptops, mobile devices, printers, various Windows OS, and Microsoft Office Suite
- Excellent communication skills, both verbal and written, with all levels of a professional services organization; particularly must be able to communicate easily with stakeholders about their requirements, expectations, and risks within the context of a given effort
- Exceptional organizational, interpersonal, and customer service skills; ability to handle stressful situations in a calm, composed manner while maintaining focus on the objectives at hand is required
- Strong analysis and problem-solving skills with attention to detail and quality control
- Must be flexible and able to handle multiple assignments as well as adjust to shifting priorities
- Strong troubleshooting, decision-making, follow-up, follow-through, and priority setting skills; demonstrated ability to practice good judgment is required
- Demonstrated ability to quickly learn new technologies, to understand the value-added, and pass that knowledge on to others
- Ability to work independently, with minimum supervision
- GED/High School Diploma, Bachelor’s degree preferred
- Paralegal certificate or JD a plus
While performing the duties of this job, the employee is regularly required to feel and reach with hands and arms and frequently required to sit, stand, walk and occasionally stoop, kneel, crouch, or crawl. The employee must occasionally lift and/or move up to 25 pounds. Specific vision abilities required by this job include close vision, color vision, depth perception and ability to adjust focus. Reasonable accommodations may be made to enable qualified individuals with disabilities to perform essential job functions.
This job description intends to describe the general nature and level of work being performed by individuals assigned to this position. It is not intended to include all duties and responsibilities.
Davis Wright Tremaine LLP believes that embracing diversity and inclusion brings out the best of what each individual has to offer and inspires us to build strong and lasting connections with each other, our clients, and our communities. We are committed to promoting a diverse workforce and inclusive environment where every employee has the right to work in surroundings that are free from all forms of unlawful discrimination. It is our policy to hire, promote, transfer, terminate, and make all employment-related decisions without regard to an employee’s sex (including pregnancy, childbirth, breastfeeding, or related medical condition), race, color, ancestry, sexual orientation, gender, gender identity, gender expression, national origin, religious creed, age, marital status, physical or mental disability, genetic information, medical condition, military condition, military or veteran status or any other basis prohibited by applicable local, state, or federal laws.