Legal Helpdesk Support Specialist and Junior Trainer – Law Firm

Washington, DC  

Salary range $100,000-$125,000

Incredible happy, collaborative team environment and a culture of empowerment!

This firm works on a Hybrid work model! The first 90 days are 3/2; after 90 days, it is 2/3.

9:00 am to 6:00 pm M-F with occasional overtime, but the firm believes in a work/life balance, works out of the Washington, DC office, and occasionally travels to the other East Coast office.

This incredible East Coast law firm seeks an experienced IT Support Specialist who will report to the wonderful IT Director to support its two offices, work out of the Washington, DC office, and occasionally travel to the other East Coast office.

60% of the position is IT support, answering tickets and helping the firm

40% of the position is training and applications; you will deliver training to all attorneys and staff to ensure effective utilization of the 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.

IT Support and 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 the 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, 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, business needs analysis, software prototyping, research and development of best practices, and analysis of user reactions.
• Manage application-specific support requests and log them in the Help Desk ticketing system.
• Oversee ticketing system that tracks 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 hardware issues with technical consultants. Position Description
• 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 the 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

Education and Experience:

• 3-5 years of verifiable experience delivering technical training to corporate-level participants in the legal industry. Experience with eLearning is a plus.
• Prior law firm or legal experience is a must.
• Bachelor’s degree in computer science, Information Technology, or related field or equivalent work experience.
• 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.
• Desktop client and web-based applications, Audio/Video hardware, Docking stations, and laptop peripherals.
• Remote access using VPN and Azure Virtual Desktop environments and Telecommunications.

Preferred Skills:

• Experience with Apple iOS and Android devices and legal applications such as iManage, Adobe Acrobat, Intapp, SurePoint, TimeStar, Workshare Compare, and Best Authority is a plus.
• Microsoft Certifications, PMP, or ITIL certifications are preferred but not required.

Physical Requirements:

Must be able to pick up and deliver items Climbing/stooping/kneeling: Must be flexible and can crawl under a 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 a 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.

The firm culture is upbeat and team-focused, collaborative, and helpful. The firm offers complete Medical, dental, vision, life insurance, LTD and STD, 401k, benefits, 25 days PTO, pretax parking or transportation benefit, profit-sharing, and growth.