Legal IT Support Specialist/Trainer

IT Support Specialist/TrainerHybrid role combining membership in the IT team responsible for desk-side support and as IT Trainer responsible for the design and delivery of technical training to Firm personnel.The IT Support Specialist team provides concierge level of technical support service to our professionals and staff either desk side, phone, email, or remotely. This position will proactively engage the office to determine the technology needs for their practice(s). Through team work, innovation, and effective communication; represent the IT team with the highest level of client service. Some of the other job responsibilities include the following:

• Conducting new hire or roll-out training via classroom or distance learning for Firm applications
• Delivering training for new technology initiatives
• Becoming a subject matter expert in specialized legal applications and technology
• Assisting with the creation of in-house training documentation, and customizing vendor documentation to meet Firm and departmental standards
• Proactively staying informed of current trends in training, technology, emerging and competitive Legal software technology, and educational delivery
• Serve as liaison between staff and the technology department to resolve issues
• Provide world class concierge level of technical support service desk side for hardware and software
• Ensure escalations from the Service Desk are prioritized properly and status communicated to firm staff
• Perform advanced troubleshooting and research of incidents and problems
• Collaborate within the IT team to ensure the highest level of customer support and resolution
• Setup and delivery of various hardware and audio visual requests within the conference meeting rooms
• Support Firm issued remote working technology
• Seek and identify opportunities to enhance the clients experience with the Firm’s technology

Required Skills/Qualifications:

• Law firm experience
• Familiarity with document management systems and other legal applications
• Excellent verbal and written communications skills
• Knowledge and support of various mobile email devices (iOS, Android, etc.)
• Advanced level knowledge and experience with the Microsoft Office suite on Windows 10 platform
• Strong desire to learn and implement new technology as it becomes available
• Strong service orientation
• Ability to handle conflict and difficult situations within a technical and client service environment
• Technical understanding of MS Teams, Zoom and WebEx.
• Firm core applications includes:  Windows 10, Office 2019, iManage Work9 filesite EMM, CCC macros, Best Authority, Jury Instructions, Doc and Form Builder, PdfDocs, CleanDocs, CompareDocs, CEB forms, GEMS, NumberCruncher,  Compulaw, AccessData Summation/FTK. 

Benefits:Excellent benefits package that includes vacation, sick leave, paid medical/dental/vision, 401(k), etc.Company Info:Committed to promoting diversity and inclusion within our Firm and in the larger legal profession. We believe that diverse skills, knowledge and viewpoints make us a stronger firm. Maintains a policy of affording all employees and applicants equal employment opportunities.