Job Description

Position may be based in Los Angeles, Century City, Orange County, San Diego, or San Francisco

Law Firm seeks a Trainer and Help Desk Technician with 5 years of experience (law firm preferred) to evaluate, recommend, design, and conduct new hire and ongoing training to all employees firmwide; and for answering, analyzing, and solving Level I Service Desk calls, escalating unresolved issues to the appropriate teams. This position is currently remote, but will be onsite in the future.  Position reports directly department Director. Candidate will provide training to all incoming staff on firm programs and procedures; and conduct instructor-led, webinar, one-on-one, or just-in time training sessions including developing a variety of specialized workshops (i.e. Genius Bar, and Roundtable Learning). Duties include working with managers and practice group leaders to coordinate training needs, scheduling classes and tracking enrollment/attendance in viLMS, and becoming a subject matter expert (SME) in assigned specialized applications and technology. Trainer will evaluate gaps in knowledge and determine future training needs; collaborate with the Service Desk Team to determine trends in support tickets and provide needed additional training; shadow users to gain knowledge on adaption and usage in order to offer better training and support; and recommend process improvements as needed.

Other duties include assisting with the creation of customized training to meet firm standards. The Trainer will prepare, develop, maintain, and organize course materials on existing core applications and new products such as course outlines, handouts, manuals, exercises, tips, quick reference guides, videos,eLearning, and assessments.  Position will also provide Level I Help Desk support to analyze and solve end-user questions related to software and hardware issues and escalate as appropriate to the appropriate team. Candidate will create, assign, and track service tickets escalate major concerns to management.  The hours are 9:00 a.m. to 5:30 p.m.  Overtime and travel flexibility are needed for occasional travel to other CA offices.