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User Experience Software Applications Trainer Details:

Snell and Wilmer is currently looking for a User Experience Software Applications Trainer for our Orange County Office. You will provide front line analysis, formulation, and problem-solving for IT issues, in coordination with the help desk/solution center, for all attorneys and staff in the assigned geographic area.

Position Overview:

This role is responsible for diagnosing, resolving, and escalating IT technical support issues related to hardware, applications, and systems within the local office(s). Additional responsibilities include identifying training needs, developing and implementing comprehensive training plans and materials, and delivering classes and orientations to address those needs.

You will also provide software training and ongoing support to the Firm’s employees in collaboration with the Director of Learning & User Support.

This position reports directly to the Director of Learning & User Support and works closely with IT Management, software development/procurement teams, and user groups. The Office Senior Director of Administration will also collaborate with IT during annual performance evaluations and compensation reviews.

Position responsibilities include, but are not limited to the following:

User Experience is the primary resource/responsible person for IT support and firmwide training on IT issues integral to the functioning and success of the firm.

Front Line Analysis, Formulation, and Technical Support:

• Coordinating, designing, and implementing plans for user integration/set-up and departures
• Troubleshoot/problem-solve technology problems and implement resolution
• Configure, formulate and support:
• Hardware
• Laptops
• Desktops
• Devices Mobile
• Printers and MFDs
• Peripherals
• IT Infrastructure management and analysis with:
• VoIP phones
• Audio Visual systems
• Cloud based video conference systems
• Install and configure software
• Configure mobile devices and laptops for connection to firm systems
• Support the Solution Center, Infrastructure, Systems, and Security teams.
• Identify systemic technical issues and image workstations to preserve and analyze data, as necessary
• Support video conferences, virtual courtrooms, technology needs for internal and external meetings (audio/visual, presentation needs) and trouble-shoot/resolve technological issues in real time as they arise

Attorney and Staff Training and Education:

• Analyze the needs of attorneys and staff with respect to IT education and identify learning opportunities and improvements
• Work independently to research, plan, and write lessons and training materials
• Develop and deliver learning programs and course materials, and track and analyze trends in attendance and usage of programs
• Consistently provide individualized hands-on/demonstration learning sessions
• Conduct new hire orientation
• Utilize the Learning Management System (LMS) for calendaring, promoting courses, and reporting

Additional Responsibilities:

• Maintain strong working relationship and open communication with the Director of Administration
• Maintain strong working knowledge of the Firm’s technology systems, by continuing to enhance personal knowledge through ongoing training, reading, and improvement initiatives
• Provide feedback, analysis, and creative solutions for improving IT functions, training, and usage
• Utilize IT ticketing system, provide support with documentation including FAQ's, instructions, procedures, and knowledge-based articles
• Provide training to firm’s facilities management provider to facilitate requested support
• Provide Tier 2, Tier 3 onsite support for Hardware Infrastructure and Systems teams
• Provide updates, status and completion information to manager and user
• Independently research and review developments/trends in IT in the legal industry
• Always provide the highest level of service to all attorneys and staff

Experience and Qualifications:

• Experience designing and drafting technical course materials
• Proven work experience as an IT Trainer or similar role
• Excellent communication and written skills
• Ability to work independently and apply technical knowledge to problem-solve on short timeframes
• Achieve technical certifications aligned with duties and responsibilities
• Working knowledge of Legal applications
• Strong communication and training skills with the ability to communicate technical information to non-technical users
• Exceptional customer service skills
• Ability to multi-task, manage and appropriately prioritize multiple projects
• Strong technical knowledge of PC hardware, Windows, and Apple iOS
• Working knowledge of basic network concepts (such as TCP/IP, LAN, WAN, wireless, VPN and IP telephony)
• Resolve open issues and escalate when required
• Desire to research proactively learn new and emerging trends in IT support and analysis
• Strong knowledge of MS Office 2019 (O365)
• Lifting, carrying, and moving light-to-medium weights of up to 45 lbs.
• Minimal travel required

Compensation for this role ranges from $75,000 to $80,000, based on experience and qualifications.

Snell & Wilmer offers a competitive performance-based compensation and a generous benefits package starting on your first day. The benefits package includes medical, dental, vision, disability, life insurance, 401K/profit sharing, paid holidays, tuition reimbursement, paid time off including vacation time, personal time, and sick time where appropriate. Snell & Wilmer values the principles of Diversity, Equity, and Inclusion. Be Seen, Be Heard, Be Valued, Belong.

Snell & Wilmer is an Equal Employment Opportunity employer.