Unclassified - Los Angeles, CA
posted 2 months ago
Full-time
Remote - Los Angeles, CA
About the position
The IT Support Specialist/Trainer role is a hybrid position that combines responsibilities in providing technical support and delivering training to firm personnel. The specialist will engage with staff to assess their technology needs, offer concierge-level support, and conduct training sessions for new hires and technology initiatives. This position requires a proactive approach to staying informed about current trends in legal technology and ensuring high-quality service delivery.
Responsibilities
- 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
Requirements
- 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
- Vacation
- Sick leave
- Paid medical/dental/vision
- 401(k)
