Hybrid 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
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.
Excellent benefits package that includes vacation, sick leave, paid medical/dental/vision, 401(k), etc.
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.