IT Trainer- New York, NY

Location
New York, New York
Job Type
Full-time
     
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Description

T Trainer

 

SUMMARY

The New York IT Trainer responsible for providing training in the

standards and use of firm-supported hardware (PCs, laptops, etc.) and software.

Training personnel are responsible for the development, customization and maintenance of software, standards and instructional materials (courseware, cheat sheets, etc.) related to existing and planned firm-supported hardware and software.

Training is provided to New York users and, as required, users in other offices. Training formats include classroom training, one-on-one, desk-side, remote and self-paced (online) training,

The position is also responsible for providing technical support (phone and in-person) in the use

of and troubleshooting of firm-supported hardware and firm-approved software and end user

projects such as advanced word processing, presentations, spreadsheets, etc.

This person should be highly motivated and have excellent customer service and relationship building skills. This position will have frequent interaction with internal personnel (staff and

attorneys), external clients, and will work closely with other departments and administrative

sections to support firm’s IT goals. Occasional travel will be required for this position.

Candidates should have at least three years' experience teaching Windows and Microsoft Office,

and legal applications (e.g. OpenText eDocs, Workshare, Litera, IntApp, Elite, InterAction,

RightFax, etc.). Candidates should also have successfully completed an appropriate course of

study and graduated from an accredited college, or possess the equivalent in directly-related

work experience.

  1. PRIMARY DUTIES AND RESPONSIBILITIES

Training:

  • Conducting training sessions on the use of firm-supported hardware and software.
  • Assisting in the preparation and maintenance of training materials (courseware, cheat

sheets, computer-based training modules, quick reference guides, etc.).

  • Analyzing and customizing software products for use by firm. Developing procedures,

specifications and firm standards relating to the use of existing and future firm software.

  • Gathering requirements and developing software improvements (macros, forms,

templates, etc.) to improve the efficiency of the firm.

-2-

  • Scheduling training courses and maintaining training room, training room equipment, PC

configurations and functionality.

  • Reporting and contact with HR regarding personnel training and performance issues.
  • Maintaining course sessions and attendance records in firm's learning management

system.

Service (Help) Desk:

  • Provide technical support either by phone, e-mail or desk-side for software and hardware

issues. Ability to explain complex solutions to non-technical users.

  • Assisting in the creation, editing, formatting and printing of specialized documents such

as large mail-outs, organizational charts, presentations, speeches, brochures, newsletters

and other documentation requiring advanced software skills. Requires proficient

knowledge of advanced functions of firm software.

  • Follow and uphold procedures for logging, reporting, and statistically monitoring

operations via firm’s ticketing software. This includes documenting instances of desktop

equipment or software failure, repair, installation, and removal.

  • Develop and grow base understanding of firm applications as they relate to user support

and troubleshooting.

  • Troubleshooting to resolve problems; researching and testing different techniques and/or

developing new methods to resolve trouble calls in manner satisfactory to caller.

  • Collaborate with User Services team to ensure efficient operation of firm’s IT

environment, assessing needs and recommending to superiors, while implementing

performance upgrades to hardware or software

  • Support video conferencing equipment and conferences requiring AV equipment and

services.

  • Support Firm-issued and employee owned Smartphone devices and mobile device

technologies.

  • Assist with inventory of all monitors, computers, laptops, printers and other peripherals

on location.

  • Perform moves, additions, and change requests as they are submitted by IT Managers,

Office Administrators, and Operations Staff.

  • Conduct research on computer products in support of procurement and development

efforts. Evaluate and recommend products for purchase.

  • Escalate or reassign appropriate user requests to relevant network or application

specialists.

  1. POSITION REQUIREMENTS
  • Bachelor’s or Associate’s degree in the field of computer science and/or three to five

years’ equivalent work experience.

  • Essential Experience includes knowledge and support of:

Windows 10, Microsoft Office, Learning Management Systems, Legal

applications (preferred), Document Management Systems.

  • Desirable Experience includes knowledge and support of:

Citrix, Fortinet VPN, OpenText eDocs, Audio\Visual equipment

  • Excellent customer service attitude, internally and externally.
  • Analytical and problem-solving abilities, with keen attention to detail.
  • Exceptional troubleshooting skills and hands-on experience to resolve user issues.
  • Ability to listen, interpret questions, and effectively communicate questions and

instructions in oral and written form.

  • Maximum flexibility when working with others on daily and project schedules.
  • Self-motivated and directed, with the ability to effectively prioritize and execute tasks in

a high-pressure environment.

  • Strong interpersonal skills and experience working in a team-oriented, collaborative

environment.

  • Adhere to Firm guidelines related to attendance, computer usage, and IT ethics.
  • After-hours availability to assist with user support issues, end-user change/relocation,

department projects or maintenance events

  • Lifting and transporting of moderately heavy objects, such as computers, peripherals and

printers.

 


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