IT Trainer / Technical Trainer

Lewis Roca

Posted July 26, 2017

Lewis Roca Rothgerber Christie LLP has an opening for an IT Trainer / Technical Trainer in our Phoenix office.  Our firm is an Am Law 200 law firm that provides a wide range of legal services in the areas of intellectual property, litigation, business transactions, regulatory and government relations.
Summary:
At Lewis Roca Rothgerber Christie, we recognize that technical trainers are vital to the success of our attorneys and staff who provide specialized legal services to our clients.  We are looking for a professional who will be responsible for providing training to end-users in the form of one-on-one meetings, new employee orientations, and group training covering firm-wide business processes and enterprise applications.
This position will also assist with general technology support to all firm-wide users, including answering service desk phones and email inquiries, and logging, tracking, closing, and reporting tickets.  In addition, the IT Trainer / Technical Trainer will work on special projects as defined by the Manager of Technology Service Operations.
The ideal candidate will have an Associate’s Degree; or 2 years’ of advanced vocational technical training; or 4 years’ of relevant on-the-job work experience; and a minimum of 2 years’ prior law firm or professional services experience, plus a minimum of 3 – 4 years’ of computer end-user support and/or training role.  This position is non-exempt, and reports to the Manager of Technology Service Operations.
Duties and responsibilities include, but are not limited to the following:
  • Develops, coordinates and conducts IT training, education and orientation programs for attorneys and staff, to include group classroom sessions, one-on-one coaching, practice sessions, executive briefings, product demonstrations, and deployment training
  • Coordinates the logistics of training sessions, including publishing schedules, reserving training facilities, and maintaining course evaluations
  • Develops and maintains documentation of information technology systems and applications
  • Evaluates training programs to ascertain that requirements are met and that the programs are vigorous and are accomplishing the goals established for delivery of training that prepares attorneys and staff to perform their jobs
  • Makes improvements to training content, curriculum, and delivery as needed
  • Collaborates with end-users to understand unique requirements based on position, practice area, location, and offers training solutions that are adaptable to those needs
  • Develops mastery level knowledge of all firm-standard software, including new products and product upgrades and related policies, procedures, and best practices
  • Trains firm personnel on all standard applications and operating systems; develops a learning culture within the firm
  • Participates in professional organizations and attends conferences and/or seminars to keep abreast of current technologies and trends
  • Works with applicable training related vendors and service providers
  • Answers service desk phone, email queue; log, follow-up on, and close tickets as needed for backup help
  • Monitors unassigned service operations tool tickets, including those generated via Auto Ticket Generator; assign and inform assignees as appropriate
  • Troubleshoot and resolve problems, issues, and requests
  • Provides software application support; hardware and peripheral support; and end-user account, permission, and access administration
  • Configures and manages administration of third-party desktop products (i.e. NetMeeting, WebEx, etc.)
  • Performs other duties as assigned
Skills and Requirements:
  • Exceptional writing and presentation abilities, combined with strong interpersonal skills and pleasant demeanor
  • Excellent customer service provider attitude
  • Knowledge of PC hardware and peripherals; software applications
  • Experience with document management and production
  • Excellent organizational and time management skills
  • Ability to work independently and as part of a team
  • Desire to learn new technologies, skills, and software applications
  • Excellent spelling, grammar, punctuation, and proofreading skills
  • Ability to be self-directed and competent to complete projects with minimal supervision
  • Experience delegating, prioritizing, and managing own work schedule
  • Ability to effectively present information and respond to questions from individuals or groups of managers, clients, attorneys, or staff in a professional manner
  • Ability to adapt to flexible work schedules as needed to meet firm business needs
  • Ability to travel and work overtime as required
Education and Experience:
  • Associate’s Degree; or 2 years’ of advanced vocational technical training; or 4 years’ of relevant on-the-job work experience; and a minimum of 2 years’ prior law firm or professional services experience, plus a minimum of 3 – 4 years’ of computer end-user support and/or training role
  • MCT certification (Microsoft Certified Trainer) strongly preferred; will consider relevant work experience in combination with lesser certification or displayed competency
  • Strong working knowledge of iManage and Exchange/Outlook preferred
  • Experience resolving technical matters involving hardware, software, and applications
  • Mastery level knowledge of Microsoft Office 2010 required (i.e. Word, Excel, Outlook, PowerPoint, etc.)
  • Experience providing classroom, individual, and web-based training on customized computer applications, telephone systems, policies and procedures, and best practices
  • Experience planning courses, preparing materials, recording classes, and capturing feedback from users
  • Experience with documenting and communicating issues discovered during training to improve existing systems
  • Experience with SharePoint is preferred
  • ITIL Certification is a plus
No phone calls please.  We will contact you if your resume indicates that you are a strong candidate for this position.
We are not accepting resumes from search firms for this position.
Lewis Roca Rothgerber Christie LLP is an Equal Opportunity Employer.  We do not discriminate on the basis of race, sex, sexual orientation, gender identity, religion, national origin, color, age, physical or mental disability, spousal affiliation, marital status, a serious medical condition, genetic information, veteran status or any other basis prohibited by federal, state, or local law.