Technical Coordinator, Assigned Counsel Plan

ABOUT THE OFFICE

Pursuant to Article 18-B of the County Law, the Assigned Counsel Plan (ACP), in consultation with the Presiding Justices of the 1st and 2nd Appellate Divisions, has been providing quality legal representation to eligible individuals who cannot be represented by an institutional defender provider due to a conflict or other qualifying circumstance since 1966. All services provided by the Assigned Counsel Plan are funded by the New York State Office of Indigent Legal Services and the City of New York through the Mayor's Office of Criminal Justice. ACP provides compensation to private attorneys representing indigent clients charged with criminal offenses. Attorneys are assigned matters by the Administrator's office when a conflict exists prohibiting the institutional providers from providing representation.

ABOUT THE ROLE

Under the direction of ACP leadership and MOCJ's Chief Technology Officer, the Technical Coordinator will support technology operations across ACP offices, satellite locations, and courthouse-based settings throughout the five boroughs. This role will provide direct field support to ACP staff and assigned counsel legal providers, including troubleshooting hardware, software, connectivity, remote access, audio-visual systems, and other technology used to support legal operations. The Technology Coordinator will also support user navigation of ACP's Salesforce-based Case Management System, helping staff and legal providers access, use, and troubleshoot system functionality in coordination with ACP leadership, MOCJ Information Technology, vendors, and other operational partners. This is a field-support position requiring regular travel throughout New York City, including ACP satellite offices and courthouses in all five boroughs. The ideal candidate is customer-service oriented, technically skilled, comfortable supporting legal and non-technical users, and able to solve problems in fast-moving operational environments. Responsibilities include but are not limited to: Under the direction of ACP leadership and in coordination with MOCJ Information Technology, the Technology 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.

PLEASE SUBMIT YOUR RESUME AND COVER LETTER SPECIFIC TO THIS POSTION.

• This position requires

REGULAR TRAVEL WITHIN THE FIVE BOROUGHS OF NYC

to support ACP staff, assigned counsel providers, satellite offices, and courthouse-based operations.

RESEARCH PROJECTS COOR

(MA

• MGR•0527A Minimum Qualifications 1.

Do you have a baccalaureate degree from an accredited college or university? 2. 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? 3. 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? 4. 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.

Public Service Loan Forgiveness As a prospective employee of the City of New York, you may be eligible for federal loan forgiveness programs and state repayment assistance programs. For more information, please visit the U.S. Department of Education's website at https://studentaid.gov/pslf/. Residency Requirement New York City residency is generally required within 90 days of appointment. However, City Employees in certain titles who have worked for the City for 2 continuous years may also be eligible to reside in Nassau, Suffolk, Putnam, Westchester, Rockland, or Orange County. To determine if the residency requirement applies to you, please discuss with the agency representative at the time of interview. Additional Information The City of New York is an inclusive equal opportunity employer committed to recruiting and retaining a diverse workforce and providing a work environment that is free from discrimination and harassment based upon any legally protected status or protected characteristic, including but not limited to an individual's sex, race, color, ethnicity, national origin, age, religion, disability, sexual orientation, veteran status, gender identity, or pregnancy.