SUMMARY: The IT Trainer/Support Specialist is responsible for providing technical support and related services to the professional and support staff and provides desk-side, email and telephone support to all end-users in the firm. Develops and maintains an on-going in-house training program, conducts frequent one-on-one and classroom training classes. He or she will manage the IT Support responsibilities, maintain positive contact with attorneys and staff, observe confidentiality of client and firm matters, and aid individuals with diverse learning styles to understanding how to best use the firm’s technology platform.
ESSENTIAL DUTIES AND RESPONSIBILITIES include the following. Other duties may be requested and/or assigned. Regular and predictable attendance is an essential function of the position. Essential functions are primary job duties that an individual must be able to perform successfully with or without a reasonable accommodation. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Develop and maintain the in-house training program; prepare materials necessary for training.
Develop training manuals and quick reference guides.
Expand the training program by seeking new applications for software and develop training materials for them.
Resolve problems related to the software involving either network or desktop components of the software. Maintain organized records to monitor activities to ensure the needs of the users are being met.
Maintain a list of firm training needs; notify users of available classes in a timely manner; monitor the scheduling of users for classes.
Maintain a help-desk log to identify recurring software or user problems and develop and implement a plan to resolve the identified problems.
Develop sufficient knowledge of the network operating environment, including both system software and hardware, to provide backup support when team members are out of the office.
Ability to work independently to meet goals and deadlines.
Regular and dependable attendance is an essential function of the job.
Additional responsibilities as assigned from time to time by the Chief Information Officer, IT Manager and other functional managers.
KNOWLEDGE, SKILLS AND ABILITIES REQUIRED:
Associate’s or Bachelor's degree in a computer related field or equivalent experience preferred.
Adjust instructional methods to meet the needs of the students.
Extensive end-user software program experience from a teaching perspective and heavy end-user experience of the software program being taught/supported.
Widespread knowledge of PC environments.
Exhibit a professional demeanor and display the ability to communicate clearly and easily with people at all levels within the firm. Must have extensive experience in teaching in both a classroom environment and in one-on-one interactions.
The ability to learn software quickly and apply the knowledge to in-house needs.
Ability to organize, follow guidelines and procedures, coordinate and monitor activities relating to user needs.
Must have excellent written and oral communication skills along with strong interpersonal skills and the ability to take ownership of IT support responsibilities.
Work occasionally requires a high level of judgment, mental effort and/or strain while performing a high volume of tasks and performing other essential duties. Some amount of stress in this position. Work may require more than 35 hours per week to perform the essential duties of the position.
This job description is intended to be general and will evolve over time. The description is subject to periodic updating. At management’s discretion, the employee may be assigned different or additional duties from time to time.