Position: Sr. Training & Support Specialist
FLSA Status: Exempt
Reports to: Director of Information Technology
Education: Bachelor’s degree preferred.
Experience: 6+ years of experience in IT support and training in a corporate, professional services, or law firm environment.
Our prestigious and highly regarded law firm client is seeking an IT Training & Support Specialist who will primarily be responsible for designing and delivering effective, high-quality technical training. In addition, this position provides enterprise-level desktop training and support to all members of the organization. The role requires building strong trust with the firm’s IT users through a friendly and positive approach, ensuring solutions to technical problems are provided in a timely and accurate manner.
Job Duties & Responsibilities
- Deliver comprehensive, effective, and timely training to equip personnel to use firm technology productively and efficiently.
- Design, develop, and implement training courses and materials for new applications, technologies, policies, and best practices.
- Provide training for new hires, upgrades, and offer one-on-one or group coaching focused on productivity.
- Offer enterprise-level assistance and training to attorneys, paralegals, and other professionals, both in person and through video and web conferencing technologies.
- Diagnose, troubleshoot, and resolve software and hardware issues, and assist users with installing and maintaining applications and programs.
- Configure and deploy user endpoints, including laptops, desktops, and mobile devices.
- Track system issues through to resolution, ensure all issues are properly logged, and escalate unresolved issues to the appropriate individuals.
- Assess user skills, ask targeted questions to quickly identify the root of support problems, and provide prompt and accurate feedback.
- Coordinate and schedule training for all personnel and promote technology best practices among individuals and practice groups.
- Contribute to internal knowledge bases and document technical knowledge in the form of notes and manuals.
- Requirements
- 3+ years of experience training and supporting users in a law firm environment.
- Ability to educate and motivate adult learners with varying levels of computer
- experience and present subject matter clearly.
- Hands-on experience with business desktop and mobile environments, specifically Microsoft Windows 11 (or above), iOS, Android, and the MS Office Suite (Word, Excel, PowerPoint, Outlook).
- Familiarity with implementing and using a learning management system to create learning plans, assign classes, and track attendance.
- Experience creating training materials across various media, including online, video, and interactive formats.
- Excellent public speaking, personal interaction, problem-solving, and communication skills.
- Ability to prioritize and manage multiple projects and open help desk issues simultaneously.
- Preferred Skills
- Experience training legal-related desktop applications such as iManage, Westlaw, and other legal research platforms.
- Experience with Microsoft 365/Teams administration, audio-visual, VOIP, and video conferencing systems is a plus.
- Experience with MS Active Directory, Group Policy, and PowerShell scripting is a plus.
- Experience with generative AI toolsets such as CoPilot, CoCounsel, Claude, and Gemini.
