System Support Engineer

Job Description Summary

The Technology Trainer will be an enthusiastic and highly motivated individual who will work under the guidance and direction of the Director to develop and deliver highly effective Firm-wide technology training programs for legal and non-legal staff.

Duties/Responsibilities

• Primarily responsible for delivering New Hire and ongoing training classes.
• Implement and maintain new and ongoing training initiatives and programs for all employees to help ensure their further development and growth.
• Secure necessary resources and participation by attorneys/staff and obtain feedback to improve the effectiveness of future training programs.
• Create and maintain training content including, but not limited to, e-learning content (using Adobe Captivate), end-user documentation including workflows, video content, quick reference guides (QRefs).
• Administer the Firm's Learning Management System (LMS), including site configuration, course, content and user maintenance and usage report generation.
• Perform training sessions and new software demonstrations in a classroom/workshop format, virtually or deskside.
• Interact with users in both legal and administrative groups to identify training needs and process improvement.
• Participate in all training and software upgrade projects.
• Assist User Support with support calls as needed.
• Keep up to date on new technology.
• Continuously enhance technical instructional delivery and presentation skills.
• Any other responsibilities as required by management.
• Teach AI Prompting techniques to help all employees get the most out of the generative AI tools and develop best practices and guides.
• Stay current with emerging AI technologies relevant to legal work and translate them into practical training.

Experience & Qualifications

• 3-5 years’ experience as a technical/software trainer within a professional service organization, preferably a law firm environment.
• Bachelor’s Degree or equivalent combination of experience and education.
• Certification such as CTT+ (Certified Technical Trainer) is a strong asset.
• Knowledge of modern training techniques and tools in technical subjects.
• Experience developing, designing and implementing training programs.
• Ability to address training needs with complete courses.
• Excellent organizational and time-management abilities.
• Exceptional interpersonal skills.
• Ability to work effectively with all levels of the organization - both independently and in teams.
• Extensive knowledge of Windows 11, Microsoft Office 365 Suite, Document Management Systems (iManage preferred).
• Ability to learn, document and train integrated software quickly, including Adobe, Litera One, Microsoft 365 products, Teams, Zoom, Best Authority, Docxtools, BEC legal, Aderant Expert time / Billing, Intapp Time.
• Willingness to occasionally work early mornings or nights and travel to other offices.