The person in this position is a help desk coordinator responsible for training, and will play a key role in the development, customization, implementation and maintenance of applications. This individual will also work to identify the necessary technology skills for each segment of the firm’s user population, and will design and conduct comprehensive and concise training classes for firm employees.
Essential Duties and Responsibilities include, but are not limited to:
Work in partnership with members of the IT department, management and practice groups in developing training materials and programs related to firm initiatives, including evaluation of existing and new training offerings to ensure effectiveness.
Schedule and conduct regularly scheduled workshops and training classes customized to the end users’ role at the firm (i.e. staff, attorneys and management).
Create and maintain proper documentation for administration/maintenance of applications.
Conduct new hire training on firm-standard programs and handle specialized computer setup at the desk of new staff and attorneys, to include enrollment and notification set-up.
Conduct desk-side training as appropriate.
Help identify problems and opportunities that can be impacted by application-based solutions.
Interface with IT team members regarding testing and implementation of new tools and programs (i.e. new/improved schemes, toolbar buttons, new calendaring program, etc.)
Create and “e-learning” training materials and “tip sheets” incorporating best practices and procedures for end users.
* Undergraduate degree in related field preferred. * Minimum of 5 years of experience providing advanced applications support, problem solving and end user training. * Experience as a helpdesk analyst (legal industry a plus) with very strong technical skills and knowledge of application configuration, administration and maintenance.
Knowledge, Skills and Abilities:
Candidates must have extensive knowledge of Microsoft Office Suite
Familiarity with current versions of Microsoft Windows, client/server networking, Exchange, remote access protocols
Must be able to work independently and be a team player with excellent interpersonal skills.
Consistently provide confident and competent user support in a team orientated support environment to all levels of staff, attorneys and management.
Excellent verbal and written communication skills.
Ability to communicate and train effectively in to non-technical employees. Respond positively to change and new developments in technology and various applications, upgrades and initiatives.
Self-motivation and strong sense of initiative and creativity is desired.
Must have the ability to assess needs related to applications, programs and general and specific computer system training.
Must have the ability to develop and write training materials for a variety of general and specific needs and produce training materials and programs to target those needs.
Knowledge of legal applications a plus including: iManage, Litera Workshare Professional, Kofax Power PDF, Adobe Acrobat, Aderant Expert, etc..