The Training and Applications Support Specialist is responsible for delivering training to all attorneys and staff to ensure effective utilization of firm’s applications and technical services. This position will directly support all firm-owned applications and maintain firm standards and best practices by delivering high-quality, timely training and application technical support to internal and external clients.
Essential Job Functions:
Training Responsibilities:
Develop and maintain a comprehensive technology training program that supports core curriculum, role-based, individual, department, and firm-wide goals and objectives.
Manage training efforts to support firm systems, onboard of employees, software upgrades, application testing and troubleshooting, ongoing skills enhancements, and ergonomic equipment.
Actively monitor Help Desk support tickets and collaborate with firm leaders and technology consultants to identify near- and long-term training opportunities.
Collaborate with senior management team and individual contributors to identify workflow issues and identify/recommend technical solutions and training opportunities to optimize firm resources.
Maintain and enhance the firm’s e-learning training resources in SharePoint Online along with all video and written resources, e.g., technology tips, step-by-step instructions, and application guides.
Foster a collaborative and supportive working relationship with lawyers and staff.
Training delivery includes virtual, classroom, and in-person and remote individual coaching.
Ability to learn applications quickly, proficiently, and independently and utilize skills to optimize the Firm’s use of templates, styles, naming conventions, applications, and technical resources.
Application Support Responsibilities:
Participates in firm-wide initiatives associated with regression testing, analysis of business needs, prototyping of software, research and development of best practices and analysis of user reaction.
Manage application-specific support requests and log them in Help Desk ticketing system
Oversee ticketing system that is used to track all support tickets associated with hardware, software, telephone, mobile device and peripheral problems.
Be the subject matter expert in assigned firm-wide and practice-specific software.
Perform quality assurance testing for applications and software platforms.
Troubleshoot and coordinate software and/or hardware issues with technical consultants.
Maintain a high level of competency utilizing the Firm's applications: Microsoft Office and 365, Adobe Acrobat, iManage Work 10, Intapp, SurePoint LMS, technologies policies, procedures, best practices, and knowledge bases.
Support Firm’s in-office and Work-From-Home computing environment (VPN connectivity and Azure Virtual Desktop environments, protected by two-factor authentication).
Knowledge, Skills, and Abilities
Thorough understanding of PC hardware and software including knowledge/support ability of Microsoft Word, Excel, PowerPoint, Outlook, OneNote, SharePoint Online, OneDrive, Visio, Teams and Windows 10/11. Experience with Apple iOS and Android devices as well as legal applications such as Adobe Acrobat, Intapp, SurePoint, TimeStar, Workshare Compare and Best Authority is a plus. Desktop client and web-based applications. Audio/Video hardware. Docking stations and laptop peripherals. Remote access using VPN and Azure Virtual Desktop environments. Telecommunications.
Education and Experience:
5-10 years of verifiable experience delivering technical training to corporate-level participants in the legal industry. Experience with eLearning is a plus. Bachelor’s degree in Computer Science, Information Technology, or related field or equivalent work experience. Prior law firm/corporate experience a plus. Microsoft Certifications, PMP, or ITIL certifications are preferred but not required. Strong analytical and problem-solving skills. Excellent verbal and written communication skills. Self-starter with the ability to manage own time effectively, work autonomously, and apply an empathic approach to support and training.
Physical Requirements
Seeing: Must be able to read computer screen and various reports Hearing: Must be able to hear well enough to communicate with employees and others Standing/walking: Must be able pick up and deliver items Climbing/stooping/kneeling: Must be flexible and be able to crawl under desk to run plugs/cabling. Lifting/pulling/pushing: Must be able to lift and move IT hardware-related equipment as necessary (i.e., box delivery that needs to be stored or installed). Fingering/grasping/feeling: Must be able to write, type, and use phone system.
Travel
Ability to travel on behalf of the Firm, particularly between Boston and DC offices. This role is expected to be based out of DC and in-office attendance, at least half-time, is preferred. Be present in both Boston and DC offices as needed.
Note: The statements herein are intended to describe the general nature and levels of work performed by employees, but are not a complete list of responsibilities, duties, and skills required of personnel so classified. Furthermore, they do not establish a contract for employment and are subject to change at the discretion of the employer.
