User Support/Technical Trainer

Overview of Responsibilities:Trains new employees on the firm's technology including software, remote access, telephone and voicemail systems. Effectively acts as an escalation point for providing support to user population including resolution of issues, requests, and questions. Assists with daily, weekly, and monthly system maintenance utilizing necessary equipment and software. Recommends or performs actions to correct problems based on knowledge of system. Answers users inquiries concerning system operations. Diagnoses system hardware, software and operator problems. Monitors support activity and informs team and manager of any perceived trends, positive or negative, in calls being received and/or solutions being employed. Acquires and maintains knowledge of relevant products, current support policies, and methods of support delivery. Researches, provides and documents confident, accurate solutions to user problems on a timely basis. Installs and upgrades PC hardware and software as needed. Assists with the setup and removal of audio-visual equipment, including video conferencing, in conference rooms. Invites feedback from end user community. Also assists in the investigation of end user complaints and with the delivery of an appropriate remedy and response.

Required Experience:Bachelor’s Degree or equivalent work experience; a concentration in Computer Science or Information Systems preferred. 3-5 years of technical support experience in a legal environment. 1 year experience as a technical trainer. Ability to create and give training presentations on various topics. Ability to troubleshoot hardware related issues with desktops, laptops, printers, projectors, monitors, and related components. Expert knowledge of all Microsoft Office Applications. Ability to troubleshoot all standard applications including Interwoven, Elite, Deltaview, etc. Ability to participate in the planning, policy and decision making discussions involving end user training, curriculum, documentation, and deployment plans. Must be able to juggle multiple demands simultaneous and change course rapidly as priorities change. Must have project management skills.