Technology Training and Support Specialist

3 weeks ago

Fresno, California, United States McCormick Barstow LLP Full time
Job Description

The Technology Training and Support Specialist is responsible for all aspects of the firm's training program relative to desktop applications, its structure, and design. Conducts training of new employees and current staff on all levels. Maintains professionalism and strict confidentiality in all client and firm matters.

McCormick Barstow works on-site. Occasional remote work may be permitted depending on circumstances; however, the vast majority of work will be conducted on site in the Fresno office.

Regular and predictable attendance is an essential function of the position. Essential functions are primary job duties that an individual must be able to perform successfully with or without a reasonable accommodation. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Key Responsibilities:

  • Conduct new-hire training to include firm core software applications and telephone system, in a classroom environment, one-on-one training or remote (distance learning) training.
  • Conduct ongoing training sessions on a variety of software and applications—including but not limited to Word, iManage, Orion, Zoom, and Compulaw—for audiences firm-wide.
  • Coordinate with office administrators, human resources staff, other administrative departments as needed, and practice group leaders to determine users' training needs. Assist in the development of training courses to meet those needs.
  • Coordinate and conduct training sessions for existing employees during conversions and major upgrades. Ensure Firm-wide consistency in training curriculum.
  • Document training procedures, create training manuals, quick reference cards, etc., and keep all documentation up to date. Able to assist in creation of in-house e-learning content.
  • Coordinate with Help Desk and other IT staff to create and maintain application reference materials on the Firm's DMS and intranet.
  • Assist and coordinate training for other offices.
  • Review user-facing software such as iManage, Compulaw, macros, pleading formatting, how to create Table of Contents and Table of Authorities (using native Word functionality or reviewing Drafting Assistant, a Thompson Reuters' product), ALN Forms Workflow, Mimecast and native Word.
  • Promoting awareness, use-cases and best practices of aforementioned applications among secretarial staff.
  • Conduct video conference training sessions for other offices when required.
  • Conduct firm offered training sessions placed on the LMS calendar. Assist in management of the LMS.
  • Participate in special projects, as required.
  • Evaluate publicly available training materials for possible use by the Firm.
  • Learn all new and upgraded software/hardware and assist in developing technical documentation and teaching aids such as training user guides, quick reference cards, demonstration models, multimedia visual aids, computer tutorials, and reference works.

Requirements:

  • Associate's degree or equivalent and two or more years technical training experience specifically in developing, implementing, and conducting applications training pertaining to a large practice law firm; or equivalent combination of education and experience.
  • Must be quality and results oriented with excellent writing skills and substantial experience in writing technical documentation (e.g., training manuals, quick reference guides, etc.). Strong conceptual understanding of desktop applications and MOS Certificate preferred.
  • Computer proficient with advanced technical and working knowledge of all Microsoft Office Suite applications (including templates, macros, styles, etc.). Extensive knowledge of document formatting and an understanding of document management systems and Internet software. Working knowledge or ability to learn other applications/software (iManage, Template & Numbering suite, e-Mail Filing, CompuLaw, etc.) the Firm uses.
  • Excellent analytical and technical skills requiring an aptitude for detail, precision, and logic with comprehensive knowledge of a Windows environment and the various applications utilized by the Firm in order to provide training and write technical documentation.
  • Proactive with the ability to identify, define, and analyze detailed support issues and problems and to recommend and implement solutions. Ability to interpret technical instructions in layman's terms and apply to practical situations.
  • Exhibit high degree of initiative with demonstrated troubleshooting, problem resolution, and follow-through skills in order to manage multiple priorities in a fast-paced, detail-oriented, and consistently changing work environment with the ability to make decisions based upon results of research.
  • Excellent interpersonal, verbal, and written communication skills with the ability to communicate with courtesy and diplomacy and efficiently follow written and verbal instructions.
  • Ability to provide technical information and training to a diverse group of users having different levels of computer expertise including attorneys, support staff, and clients. In addition, maintain effective relationships with vendors and consultants.
  • Dependable team player who works collaboratively and cooperatively with others in a team-oriented environment. Ability to act independently and make decisions within scope of the position's responsibilities.
  • Excellent organizational skills including record keeping, data collection, and system information. Ability to compile and analyze data and communicate ideas and conclusions clearly and concisely in report format, written correspondence, e-mail, or verbally.
  • Possess excellent knowledge of reading, writing, grammar, spelling, punctuation, proofreading, and formatting in order to interpret and analyze source data and write technical instructional/informational documentation.
  • Work routinely requires 32-40 hours per week to perform the essential duties of the position. After-hours support is sometimes required.
  • Travel to the Firm's satellite offices may be required for on-site training and support a few times over the course of the year.

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