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Junior System Administrator

Location: Los Angeles, CA
Benefits Offered: Vision, Medical, Life Insurance, 401k, Dental
Employment Type: Full-Time

Position: Junior System Administrator I
Department: Information Technology
FLSA Status: Non-Exempt
Reports To: IT Operation Manager

The System Administrator I will work with all employees throughout the Firm. This includes the general support functions related to all applications and the Helpdesk/support functions associated, manage and support local projects, support executives and the conference rooms (AV and Telephony support).

Primary duties/responsibilities include, but are not limited to:

  • Assist in performing minor repairs to hardware, software, and peripheral equipment, following design or installation specifications with assistance of outside Technical Support vendor(s);
  • Act as an escalation point for all requests and incidents. Develop and mature phone/ticket escalation processes to ensure free-flowing escalation and information within the organization. Determine root cause of issues and communicate appropriately to internal and external customers.
  • Assist in setting up equipment for employee use, performing or ensuring proper installation of cable, operating systems, and appropriate software;
  • Manage and Monitor all open tickets to ensure closure to the established/committed response and resolution times.
  • Ensure incidents levels and associated mean time to restore are continually being driven down via documentation creation within a knowledge base, education/training of Helpdesk representatives and/or process enhancements.
  • Assist in answering users’ inquiries regarding computer software and hardware operation to resolve problems;
  • Coordinate with Firm’s outside vendors to optimize efficiency and cost of vendor utilization;
  • Develop training materials and procedures, and/or train users in the proper use of hardware and software;
  • Develop and maintain helpdesk ticket resolution policies and ensure service quality;
  • Develop requirements, outlines, budgets, and schedules for information technology projects;
  • Work with all departments to identify system integration opportunities;
  • Administer and modify Avaya’s IVR’s, Task flows, Call Flows and other components on an as-needed basis;
  • Evaluate system potential by testing the compatibility of new programs with existing programs;
  • Liaison between internal staff and outside Technical Support vendors such as Cerge, ENRys, Avaya, Aderant, etc. for all support requests and technical issues;
  • Administers server platforms for all business processes: Business system, Analytics, Email, Phone, File-sharing, etc.;
  • Maintain a record of daily data communication transactions, problems and remedial action taken, and installation activities;
  • Maintain historical records by documenting hardware and software changes and revisions;
  • Maintain client confidence and protect operations by keeping the information confidential;
  • Responsible for overseeing the Facilities Department;
  • Responsible for overseeing the Firm’s active projects, such as new software implementation with third-party vendors from inception to completion;
  • Responsible for overseeing and maintaining proper inventory of hardware, etc. within the Firm;
  • Supervise and coordinate workers engaged in problem-solving, monitoring and installing data communication equipment and software; and
  • Other duties as assigned by management.


  • Ability to handle a high level of sensitive information with the utmost confidentiality;
  • Strong PC skills including familiarity with Windows, Office 365, MS Office Suite, and various Internet Browsers (IE and Google Chrome);
  • Ability to manage multiple high priority initiatives in a fast-paced highly technical environment
  • Maintains a central source of information enabling Helpdesk staff and support technicians to recover outages with minimal disruption to expected service levels.
  • Strong listening and problem-solving skills; and
  • This position requires physical activity including but not limited to bending, stooping, repetitive motion, and lifting of up to 20-40 pounds. This position may also require sitting for prolonged periods of time.


  • Minimum Associate’s Degree in Computer Science/Information Technology required;
  • Technical help desk or other related job experience preferred;
  • Excellent interpersonal, written and verbal communication skills;
  • An understanding of law firm operations and practices is a plus; and
  • Bilingual, fluent in English/Spanish preferred but not required.
  • Experience with Citrix, Right fax, Avaya PBX, Contact Center applications, printers, copiers, and scanners.
  • Strong technical and analytical skills.
  • Team-player share knowledge and fast learner.
  • Ensures that decisions made to improve the overall customer support of the Helpdesk are continually carried
  • Remains on-call during off-peak hours to respond to support service issues.

Other Qualities and Skills

Must be able to thrive in a fast-paced and creative environment. Strong customer-service orientation. Must love
supporting non-techy people. This position may require travel to all of our offices periodically.


PHYSICAL DEMANDS– Activities include talking, hearing, seeing, holding, grasping, reaching. Walking and standing
are required. At times, the ability to lift and/or carry may be required.