About this role
Job Summary:
We are seeking a knowledgeable and service-oriented Training & Technical Support Specialist to support our employees by delivering high-quality systems training and providing day-to-day Help Desk support. This role is ideal for someone with law firm or legal industry experience who understands the fast-paced, deadline-driven nature of a legal environment.
We are seeking a knowledgeable and service-oriented Training & Technical Support Specialist to support our employees by delivering high-quality systems training and providing day-to-day Help Desk support. This role is ideal for someone with law firm or legal industry experience who understands the fast-paced, deadline-driven nature of a legal environment.
Responsibilities:
- Training & Onboarding
- Deliver onboarding and ongoing training for new hires and existing employees on firm systems, software, and technology tools
- Develop and maintain training materials, user guides, and documentation
- Conduct in-person and virtual training sessions for attorneys, paralegals, and support staff
- Customize training approaches based on role, department, and experience level
- Partner with HR and IT to support employee onboarding and system rollouts
- Technical Support / Help Desk
- Provide Tier 1–2 Help Desk support for hardware, software, and application issues
- Troubleshoot and resolve technical issues in a timely and professional manner
- Support legal-specific applications such as document management systems, timekeeping, billing, and case management software
- Escalate complex issues to senior IT staff or vendors as needed
- Track, document, and manage support requests using a ticketing system
- Systems & Process Support
- Assist with software updates, upgrades, and new system implementations
- Identify recurring issues and recommend process or training improvements
- Ensure adherence to firm policies, security standards, and confidentiality requirements