IT Support & Operations Coordinator

IT Support & Operations Coordinator

DarrowEverett LLP is seeking a versatile IT Support & Operations Coordinator to serve as the firm’s primary internal IT resource. This role has three equally important dimensions: providing hands-on tier-1 end-user support to staff across the firm; coordinating and tracking IT projects in partnership with our outsourced IT vendor; and managing the firm’s full portfolio of software licenses, subscriptions, and renewals.

The ideal candidate is both technically capable and highly organized — comfortable troubleshooting a laptop one hour and updating a project tracker or reviewing a renewal contract the next. This is not a pure help desk role. It requires someone who can operate independently, communicate clearly with staff and vendors alike, and bring structure to an IT environment that spans support, projects, and licensing.

Role & Responsibilities

End-User Support

• Day-to-day technical assistance for firm staff, coordinated with our outsourced IT vendor.
• Serve as the first point of contact for hardware, software, and network issues before escalating to the external IT vendor.
• Respond to help desk tickets, emails, and in-person requests promptly and professionally.
• Set up, configure, and maintain laptops, desktops, printers, mobile devices, and peripherals.
• Manage employee onboarding and offboarding — account setup, access permissions, equipment provisioning and return.
• Troubleshoot common issues with Windows and macOS, Microsoft 365, Teams, Zoom, and firm-specific applications.
• Maintain accurate documentation of issues, resolutions, and recurring problems.
• Assist with routine system updates, patches, and backups as directed by the IT vendor.
• Maintain and regularly reconcile the IT asset inventory (hardware, peripherals, mobile devices).

IT Project Coordination

• Tracking and coordinating all active and upcoming IT initiatives across the firm.
• Maintain a central project tracker covering all active and planned IT projects, including task assignments, owners, due dates, milestones, and status.
• Serve as the internal liaison between firm staff and the outsourced IT vendor for all non-routine work and project deliverables.
• Prepare and distribute regular project status updates to leadership and other stakeholders.
• Track project-related budgets and expenditures; flag variances, overruns, or upcoming costs in advance.
• Schedule and facilitate project-related meetings; document decisions, open items, and action owners.
• Follow up with vendors and internal staff on outstanding deliverables and ensure deadlines are met.
• Identify and escalate risks or blockers to project timelines proactively.

Software Licensing & Renewal Management

• Ownership of the firm’s complete software and subscription portfolio.
• Maintain a comprehensive inventory of all software licenses, SaaS subscriptions, and vendor contracts across the firm, including seat counts, costs, terms, and renewal dates.
• Proactively alert stakeholders 60–90 days in advance of renewal deadlines to allow time for evaluation, negotiation, or cancellation .
• Coordinate with vendors and internal approvers on renewals, upgrades, downgrades, or cancellations.
• Monitor license utilization and identify unused, underused, or duplicated tools; surface cost-saving or consolidation opportunities.
• Maintain documentation on license agreements, entitlement records, and vendor contacts.
• Ensure the firm remains in compliance with all software licensing terms.

Qualifications

Required

• 3–5 years of experience in IT support, help desk, or a related role
• Demonstrated experience maintaining project trackers or coordinating IT initiatives (tools such as Asana, Monday.com, Jira, Microsoft Planner, or structured Excel/SharePoint trackers)
• Experience managing or auditing a software license or subscription inventory
• Proficiency with Microsoft 365, including Teams, Outlook, SharePoint, and OneDrive
• Working knowledge of Windows and macOS environments
• Strong organizational skills with the ability to manage multiple concurrent workstreams without losing detail
• Clear written and verbal communication skills; able to explain technical matters to non-technical staff and interface professionally with vendors
• Experience working alongside or managing relationships with an outsourced MSP or IT vendor

Preferred

• Familiarity with SaaS license management concepts — utilization reporting, vendor portals, renewal cycles
• Experience tracking IT budgets or preparing cost summaries for leadership
• Basic knowledge of Active Directory and user account administration
• Exposure to cybersecurity practices and endpoint security tools
• Associate’s or bachelor’s degree in Information Technology, Computer Science, or a related field (or equivalent practical experience)