Technology Trainer

Technology Trainer/User Support Analyst

JPC is looking for a Technology Trainer/User Support Analyst capable of making an immediate impact in a rapidly changing, fast-paced law firm work environment. The successful candidate will participate with a team of IT professionals responsible for supporting end users with IT issues. Working full time (i.e. 5 days a week) on-site in the firm's Philadelphia headquarters is required.

Essential Duties and Responsibilities

• Conduct technology training for all new employees on all firm systems, especially Microsoft Windows, Microsoft 365, iManage and Aderant;
• Conduct firm-wide technology training as needed on new software or hardware;
• Compose and update technology documentation on all firm software and hardware;
• Identify, diagnose and resolve end user support requests by monitoring and responding to user support requests in the Firm's Help Desk call tracking system (Fresh Service) during normal business hours and regularly scheduled assigned on-call hours;
• Support Firm applications including Windows 11, Microsoft Office Suite, the document management system (iManage Work10), the financial platform (Aderant) and current remote access system (currently, Citrix);
• Utilize Help Desk Call Tracking Service (Fresh Service) to identify and respond to all IT support requests ensuring that requests and responses thereto are properly documented, addressed and closed in a prompt and timely manner;
• Support and assist in the management of the Firm's cloud based phone system (Zoom) and AV conference and meeting platform (Teams);
• Support firm approved and issued mobile devices, including Apple iPhone and Android devices;
• Identify and retire unsupported or soon to be unsupported applications and hardware;
• Facilitate, support and assist in the planning of new technology testing and rollouts;
• Keep up with current IT trends and developments by continuing to develop skills and knowledge;

Knowledge, Skills and Abilities

• Experience in technology training, especially in a law firm or similar professional services environment;
• Knowledge of all current versions of the MS Office Suite, Windows Operating Systems, Exchange Online environment and Active Directory/Azure;
• Knowledge of iManage Work10 and Aderant or similar systems;
• Understanding of LAN/WAN configurations, Windows networking and remote access technologies including VPN;
• Knowledge and understanding of network protocols (i.e. TCP/IP, printers and peripherals) and Cloud SaaS, PaaS and IaaS solutions;
• Working knowledge of Windows server administration.
• Strong customer service, interpersonal and organizational skills with an ability to communicate effectively with tact and unwavering commitment to end user satisfaction;
• Flexibility, integrity and an ability to work well with others, as well as independently. Attention to detail.
• Proficient at using all available resources for troubleshooting and problem solving and the ability to quickly and clearly diagnose and communicate problems and ensure the resolution of any problems identified;
• General Knowledge of Cybersecurity, Disaster Recovery and Security Awareness issues;
• Proven ability to improve IT processes and procedures;
• Some regional travel to other offices is occasionally required.

Education and/or Experience

• Bachelor's degree is preferred but equivalent training, education and experience demonstrating ability to perform the required duties is, at least, required;
• Experience providing IT support in a law firm environment strongly preferred;
• Microsoft certifications preferred.