Description

This role supports firm-wide technology training and end-user assistance by coordinating training operations, supporting instructors, and delivering high-quality customer support. The position blends administrative execution, instructional support, and hands-on IT assistance in a fast-paced professional services environment.

Responsibilities

• Maintain, update, and publish the monthly IT training calendar, including course descriptions and scheduling details

• Coordinate and support virtual and in-person training sessions, including webinar setup, Zoom link management, room preparation, firm-wide communications, live session monitoring, and participant assistance

• Distribute onboarding communications to new hires outlining available technology training resources

• Manage shared IT mailboxes (Training, IT Information, Pilot Feedback), ensuring timely responses and resolution of inquiries

• Maintain and publish the IT On-Call Escalation Schedule

• Track, manage, and distribute training manuals, handouts, and classroom materials

• Administer post-training evaluations and compile participant feedback

• Coordinate repairs, maintenance, and readiness of training room equipment

• Schedule and manage training room usage for other firm departments

• Assist with the creation, formatting, and maintenance of training materials using firm-approved templates and standards

• Support Application Training & Support Specialists in developing manuals, quick reference guides, and online documentation

• Participate in a train-the-trainer program, initially observing and supporting instructor-led sessions

• Progressively co-facilitate and independently deliver training classes as proficiency increases

• Provide floor support during system rollouts, upgrades, and major technology initiatives

• Deliver high-quality end-user support by promptly claiming, troubleshooting, and resolving Help Desk tickets

Requirements

• Minimum one year of experience in a training, technology, or legal environment

• Prior law firm experience preferred

• Proficiency with Windows operating systems and Microsoft Office applications

• Strong organizational, time management, and problem-solving abilities

• Ability to work independently with minimal supervision

• Excellent written and verbal communication skills

• Ability to present information clearly to groups of varying sizes and audiences

• Demonstrated ability to manage multiple priorities in a fast-paced environment with strong attention to detail

• Proven discretion and ability to maintain confidentiality

• Professional demeanor with strong interpersonal and client service skills

• Flexibility to work additional hours as needed