Help Desk Technician / Software Trainer

Help Desk Technician/Software Trainer

Location: SF, Oakland

Direct Hire, Onsite - will travel to different offices

Essential duties and responsibilities include:

• Provide professional and effective Level 1 help desk support, including track help desk requests and troubleshoot user issues


• Escalate user issues for additional troubleshooting and resolution to Level 2 support, or the IT Director as needed


• Deliver problem recognition, research, isolation, resolution, and follow-up steps for all reported issues, seeing each issue through to resolution/closure


• Design and deliver software/technology training, as well as develop corresponding training materials


• Coordinate and manage the Firm's loaner equipment program


• Monitor and stay up-to-date on technology developments


• May participate in firmwide projects as assigned

Qualifications include:

• Ability to effectively troubleshoot and resolve user issues in a timely manner


• Extensive knowledge of Microsoft Word, including advanced formatting, styles, templates, TOC and TOAs, and other advanced features


• In-depth knowledge of MS Windows, Office 365, and Adobe Acrobat Pro


• Demonstrated understanding of document creation and formatting requirements of legal documents/templates


• PC troubleshooting experience with hardware and software including cloud collaboration platforms such as video conferencing, Google Docs/Drive, and file sharing


• Knowledge of iPhone/iPad/Android, including MacOS


• General knowledge of LAN/WAN network technologies


• Strong written and verbal communication skills


• Ability to establish and maintain effective working relationships with all levels of the organization and collaborate well in a team


• Demonstrated learning agility


• Possess good judgment and problem-solving skills by making thoughtful, well-reasoned decisions


• Possess a demonstrated ability in assessing varying skill levels to identify, develop and deliver effective end user training


• Bachelor's degree in Computer Science, Information Technology, or related field; or related experience in lieu of degree


• Ability to travel to offices within assigned region, as needed


• Experience with a document management system preferred


• Experience with Amazon Workspaces preferred


• Law firm / Professional Services experience required.

An offer of employment will be contingent upon being fully vaccinated and providing proof of your COVID-19 vaccine upon commencing employment. If you believe you are entitled to an exemption based on a qualifying disability or medical condition that contraindicates the vaccination or if you object to being vaccinated on the basis of a sincerely held religious belief or practice you may request an accommodation to this requirement.

All qualified applicants will receive consideration for employment without regard to race, color, national origin, age, ancestry, religion, sex, sexual orientation, gender identity, gender expression, marital status, disability, medical condition, genetic information, pregnancy, or military or veteran status. We consider all qualified applicants, including those with criminal histories, in a manner consistent with state and local laws, including the City of Los Angeles' Fair Chance Initiative for Hiring Ordinance.