Technical Coordinator, Assigned Counsel Plan

About the role

Under the direction of ACP leadership and in coordination with MOCJ Information Technology, the Technical Coordinator will:

• Provide field-based technical support to ACP staff and assigned counsel legal providers at ACP offices, satellite locations, and courthouses across the five boroughs.
• Troubleshoot desktop and laptop computers, mobile devices, printers, peripherals, network connectivity, remote access, audio-visual equipment, operating systems, and MOCJ-approved software.
• Support the setup, configuration, activation, deployment, and replacement of agency-approved devices in accordance with MOCJ IT standards, security protocols, and asset-management practices.
• Assist users with navigation and basic troubleshooting of ACP’s Salesforce-based Case Management System, including account access, system functionality, user workflows, and escalation of recurring or complex issues.
• Serve as a liaison between ACP staff, assigned counsel providers, MOCJ IT, vendors, and other partners to identify, escalate, and resolve technology issues impacting legal operations.
• Review, resolve, and escalate helpdesk tickets within established service-level expectations and ensure timely communication with affected users.
• Provide one-on-one technical assistance, tutorials, and user support to help staff and legal providers effectively use approved hardware, software, remote access tools, and case-management platforms.
• Support technology needs for ACP satellite office operations, including equipment readiness, connectivity, workspace functionality, and coordination with facilities or operations teams as needed.
• Work with MOCJ IT and procurement staff to support purchasing, tracking, and deployment of approved hardware, software, licenses, and related technology resources.
• Maintain accurate asset-management records and prepare inventory reports for ACP leadership and MOCJ IT.
• Follow MOCJ IT change-management, cybersecurity, access-control, and data-protection procedures when supporting systems, devices, and user accounts.
• Assist with testing, documenting, and communicating technology updates, system changes, and user-facing guidance.
• Support audio-visual needs for meetings, trainings, hearings, and operational convenings, including coordination across Microsoft Teams, Zoom, Webex, and related platforms.
• Identify recurring technology issues, workflow gaps, or training needs and recommend practical solutions to improve user experience and operational reliability.
• Perform other related duties as assigned.

Qualifications

• Do you have a baccalaureate degree from an accredited college or university?
• Do you have an associate degree from an accredited college or university along with two (2) years of experience with administrative, analytic, coordinative, supervisory or liaison responsibilities?
• Do you have a four-year high school diploma, or its educational equivalent approved by a state's Department of Education or a recognized accrediting organization along with four (4) years of experience as described in question "2" above?
• Do you have a satisfactory combination of education and/or experience equivalent to that described in questions "1," "2," and/or "3" above?

Preferred Skills

• Experience providing field-based IT, desktop support, helpdesk, or service desk support in a legal, government, public-sector, or criminal justice environment.
• Strong customer-service skills and the ability to explain technical concepts clearly to attorneys, legal staff, and non-technical users.
• Experience supporting satellite offices, shared workspaces, courthouse operations, or distributed teams.
• Familiarity with Salesforce, LegalStratus, case-management systems, legal documentation workflows, discovery processes, or legal reporting platforms.
• Working knowledge of Microsoft Windows, macOS, Microsoft Office 365, Teams, SharePoint, OneDrive, and common enterprise productivity tools.
• Experience troubleshooting network connectivity, remote access, VPN, Citrix, Ivanti/Pulse Secure, Wi-Fi, printers, peripherals, and mobile devices.
• Familiarity with mobile device management tools such as Workspace ONE, Intune, Citrix XenMobile, or similar enterprise platforms.
• Experience supporting audio-visual platforms and equipment, including Microsoft Teams, Zoom, Webex, conference-room technology, video equipment, microphones, and sound systems.
• Ability to work independently in the field, prioritize competing support requests, and communicate clearly about status, risks, and next steps.
• Strong attention to detail, documentation, follow-through, and asset-management practices.
• Ability to collaborate in a delegated support model with internal IT teams, ACP leadership, legal providers, vendors, and City partners.
• Familiarity with general criminal court operations, indigent defense, assigned counsel practice, or legal-service delivery.
• Experience with helpdesk platforms such as ServiceNow, Track-It!, Remedy, or similar ticketing systems.
• Relevant certifications such as MTA, MCP, MCSA, CompTIA A+, Network+, or similar credentials are a plus.