Analyst, Deskside Support and Training

At BCLP, we've built our firm on the foundations of thinking differently. Curious, inquisitive and unbound by tradition, we're building change within our sector and beyond.

It starts with our people, which is why we need an Analyst, Deskside Support & Training to join our team and combine hands-on technical support with high-impact end-user training.

This position delivers instructor-led classroom sessions, one-on-one coaching, just-in-time support, and eLearning content to help employees adopt technology efficiently and confidently. In partnership with the Technology team, the role also provides timely, responsive deskside support to ensure consistent, high-quality user experience across the Firm.

Key Responsibilities
General:

• Serves as a member of the Technology team by providing support, training, and troubleshooting as directed by management
• Triages support requests, records issue details in ServiceNow, and escalates problems or requests as needed
• Participates in cross-functional Technology support activities
• Provides backup support for other offices on an as-needed basis
• Incorporates end-user feedback into planning and communications with the broader Technology team

Communications:

• Demonstrates professionalism and a strong service mindset through follow-through, active listening, and clear communication
• Collaborates with team members, staff, and managers to ensure information is shared effectively and appropriately
• Build and maintain professional relationships with staff at all levels
• Actively seeks feedback from others regarding technology needs and challenges

Hardware:

• Provides backup support to the Deskside Support team on hardware-related tasks as needed
• Resolves hardware issues for all Firm-supported devices
• Performs computer hardware upgrades, installations, and workstation moves
• Installs, configures, and supports network printers
• Provides second-level support to the User Support team on hardware-related issues
• Provides deskside support from issue identification through resolution for printers, laptops, and PCs
• Provides video and audio conference support

Training:

• Provides new-hire training and follow-up support
• Conducts ongoing education classes for employees
• Serves as a member of the BCLP Training Team
• Partners with other departments and offices to assess and plan training needs
• Coordinates training schedules
• Assesses training needs and assists with the development of specialized courses and supporting materials
• Works with colleagues to create eLearning modules
• Stays current on training and development research, adult learning theory, and emerging training methods and techniques
• Supports efforts to promote participation in continuing education programs
• Performs specialization tasks assigned by the Training Team Leader

Software/Applications:

• Supports Firm-approved applications and operating systems
• Provides first-level support for Firm-approved applications and operating systems
• Provides second-level support to the User Support team on software-related issues
• Troubleshoots software issues and documents and communicates resolutions to appropriate Technology personnel and end users, as applicable
• Maintains expert-level knowledge of the standard applications and operating systems installed on a standard workstation at BCLP
• Advocates for end users through a strong understanding of how they work and use technology
• Identifies technology solutions that support user and business needs
• Demonstrates strong working knowledge of Windows 11 and Microsoft 365 core applications
• Performs other duties as assigned

Skills & Competencies

• Ability to teach and support a variety of software applications
• Strong understanding of training program development, lesson plans, instructor guides, student manuals, and delivery methods
• Ability to communicate professionally, clearly, and concisely, both verbally and in writing, with internal and external clients at all levels
• Self-starter with the ability to work independently
• Experience with training, adult learning theory, and training evaluation methods
• Works well under pressure
• Understands the legal community
• Ability to provide after-hours on-call support on a rotational basis
• Travels as necessary
• Ability to work late, arrive early and work overtime with little or no notice
• Familiarity with PC Hardware
• Requires the ability to regularly report to work on the days and times scheduled

Experience & Knowledge

• Bachelor's degree, preferably in a computer- or training-related field, from an accredited college or university, or a minimum of five (5) years of experience in training or education
• Law firm experience strongly preferred
• Microsoft Office Specialist certification in Microsoft Word preferred
• Certifications from a nationally recognized training professional organization preferred

Pursuant to the New York pay transparency laws, BCLP is posting a reasonable estimate of a compensation range for this position. At the time of posting, the estimated New York range is $80,000 to $97,000. Actual compensation will be influenced by various factors, including but not limited to the level of relevant experience, skill sets, training, licensure and certifications, internal equity, market data, and other job-related factors permitted by law. The range is based on a full-time work schedule. Additional compensation may include an annual discretionary bonus.

BCLP is an equal employment opportunity employer. The Firm strictly prohibits discrimination against any applicant or employee based on race, color, religion, national origin, age, military status, gender (including pregnancy, childbirth, lactation or medical conditions related thereto), sexual orientation, gender identity, gender expression, marital status, mental or physical disability, genetic information, or any other basis protected by applicable law. The Firm also strictly prohibits harassment of applicants or employees based on any protected class or status. The Firm complies with all applicable federal, state and local laws respecting applications for employment, including consideration of unemployment status in making hiring decisions.

Applicants with disabilities may be entitled to reasonable accommodation under the Americans with Disabilities Act and applicable state law. A reasonable accommodation is a change in the way things are normally done which will ensure an equal employment opportunity without imposing undue hardship on BCLP. Please inform the Firm's personnel representative if you need an accommodation to assist in completing this application or to otherwise participate in the application process.


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