Help Desk Technician/Software Trainer (Hybrid)

Mid-sized women-owned education law firm with statewide practice representing school and community college districts seeks an IT professional.

Essential duties and responsibilities include:

• Provide advanced document support to attorneys and staff (Word, PDF, PPT, Excel)
• Design and deliver software/technology training, as well as develop corresponding training materials
• Provide professional and effective Level 1 help desk support, including track help desk requests and troubleshoot user issues
• Escalate user issues for additional troubleshooting and resolution to Level 2 support, or the IT Director as needed
• Deliver problem recognition, research, isolation, resolution, and follow-up steps for all reported issues, seeing each issue through to resolution/closure
• Coordinate and manage the Firm’s loaner equipment program
• Monitor and stay up-to-date on technology developments
• May participate in firmwide projects as assigned

Qualifications include:

• Extensive knowledge of Microsoft Word, including advanced formatting, Styles, templates, TOC and TOAs, and other advanced features
• Demonstrated understanding of document creation and formatting requirements of legal documents/templates
• In-depth knowledge of MS Windows, Office 365, and Adobe Acrobat Pro
• Possess a demonstrated ability in assessing varying skill levels to identify, develop and deliver effective end user training
• Ability to effectively troubleshoot and resolve user issues in a timely manner
• PC troubleshooting experience with hardware and software including cloud collaboration platforms such as video conferencing, Google Docs/Drive, and file sharing
• Knowledge of iPhone/iPad/Android, including MacOS
• General knowledge of LAN/WAN network technologies
• Strong written and verbal communication skills
• Ability to establish and maintain effective working relationships with all levels of the organization and collaborate well in a team
• Demonstrated learning agility
• Possess good judgment and problem-solving skills by making thoughtful, well-reasoned decisions
• Bachelor’s degree in Computer Science, Information Technology, or related field; or related experience in lieu of degree
• Ability to travel to offices within assigned region, as needed
• Experience with a document management system preferred
• Experience with Amazon Workspaces preferred
• Law firm experience preferred

The anticipated hourly rate range the firm reasonably expects to pay candidates for this position is $32.00 – $42.30.  The final hourly rate will be dependent on several factors that may include but are not limited to the type and years of experience in the job, type and years of experience in the industry, education, and other factors.