Reporting to the Firm Technology Education Manager, the selected candidate provides educational and technology support services of a moderate to complex nature to ensure end-user productivity and efficiency. This position prepares, organizes and conducts educational and end-user support activities; and provides deskside coaching and best-practices analysis and advice. This position maintains records of instructional activities and attendance, evaluates program effectiveness, and monitors employee progress in one or more assigned offices.
Responds to end users and clients on technology-related issues and questions.
Prepares, organizes, and conducts educational and end-user support activities.
Provides coaching and best-practices advice.
Communicates with, evaluates usage patterns of, and recommends “best practices” to attorneys and staff to ensure optimal use of the firm’s technology based on knowledge of Firm technology
Demonstrates mastery of the firm’s applications.
May collaborate with other subject-matter experts in designing, documenting and delivering curricula and job-support solutions on in-house programs.
Delivers firm-wide, regional and local technology instruction in-person or online
Evaluates technology-training needs.
May assist in the planning and participation of all focus-groups and user-group meetings at the discretion of the manager.
Participates as an active participant/leader in focus-group and user-group meetings.
Serves as a key subject matter resource to team members within the office and the region, and to peers around the firm.
Writes technical articles for the internal knowledge base on identified issues, resolutions and work-arounds and on locally managed applications.
Attends internal “train-the-trainer” programs; seeks and attends personal technology skills-development seminars; and seeks and masters new skills-delivery and assessment tools.
Provides status reports to and communicates with the manager.
Technology and Business Analysis
Makes “best practices” recommendations on commonly used firm-supported applications; in this capacity, assists IT developers and attorneys and staff.
Actively participates (with testing and documentation) in software pre-pilots, pilots and rollouts.
Performs quality assurance testing.
Assists end users and clients on technology-related issues and questions.
Collaborates with the Help Desk on troubleshooting technical issues.
Provides ad hoc floor support & informal information gathering.
Education and Experience:
A Bachelor’s degree from a four-year college or university; and,
Minimum 3 years of related experience in technology training in an adult learning environment.
Other qualifications and requirements:
To perform the job successfully, an individual must demonstrate the following knowledge skills and abilities:
In-depth knowledge of most Firm supported software applications and possess the willingness to learn new software either through Firm or personal initiatives.
A solid understanding of adult learning and instructional processes.
Ability to translate technical features into business-related processes and user-friendly learning modules.
Excellent interpersonal, team building and team player skills.
Ability to write technical quick reference guides, effectively present information, and respond to inquiries from users and managers.
To perform this job successfully, the Technology Instructor must have advanced knowledge of office productivity software and Microsoft and mobile operating systems.
Recommended but not required: Microsoft Office certification and any other relevant technical education and product certifications.