Analyst, Deskside Support and Training

• Serves as a member of the Technology team by providing support, training, and troubleshooting as directed by management
• Triages support requests, records issue details in ServiceNow, and escalates problems or requests as needed
• Participates in cross-functional Technology support activities
• Provides backup support for other offices on an as-needed basis
• Incorporates end-user feedback into planning and communications with the broader Technology team
• Demonstrates professionalism and a strong service mindset through follow-through, active listening, and clear communication
• Collaborates with team members, staff, and managers to ensure information is shared effectively and appropriately
• Build and maintain professional relationships with staff at all levels
• Actively seeks feedback from others regarding technology needs and challenges
• Provides backup support to the Deskside Support team on hardware-related tasks as needed
• Resolves hardware issues for all Firm-supported devices
• Performs computer hardware upgrades, installations, and workstation moves
• Installs, configures, and supports network printers
• Provides second-level support to the User Support team on hardware-related issues
• Provides deskside support from issue identification through resolution for printers, laptops, and PCs
• Provides video and audio conference support
• Provides new-hire training and follow-up support
• Conducts ongoing education classes for employees
• Serves as a member of the BCLP Training Team
• Partners with other departments and offices to assess and plan training needs
• Coordinates training schedules
• Assesses training needs and assists with the development of specialized courses and supporting materials
• Works with colleagues to create eLearning modules
• Stays current on training and development research, adult learning theory, and emerging training methods and techniques
• Supports efforts to promote participation in continuing education programs
• Performs specialization tasks assigned by the Training Team Leader
• Supports Firm-approved applications and operating systems
• Provides first-level support for Firm-approved applications and operating systems
• Provides second-level support to the User Support team on software-related issues
• Troubleshoots software issues and documents and communicates resolutions to appropriate Technology personnel and end users, as applicable
• Maintains expert-level knowledge of the standard applications and operating systems installed on a standard workstation at BCLP
• Advocates for end users through a strong understanding of how they work and use technology
• Identifies technology solutions that support user and business needs
• Demonstrates strong working knowledge of Windows 11 and Microsoft 365 core applications
• Performs other duties as assigned

• Ability to teach and support a variety of software applications
• Strong understanding of training program development, lesson plans, instructor guides, student manuals, and delivery methods
• Ability to communicate professionally, clearly, and concisely, both verbally and in writing, with internal and external clients at all levels
• Self-starter with the ability to work independently
• Experience with training, adult learning theory, and training evaluation methods
• Works well under pressure
• Understands the legal community
• Ability to provide after-hours on-call support on a rotational basis
• Travels as necessary
• Ability to work late, arrive early and work overtime with little or no notice
• Familiarity with PC Hardware
• Requires the ability to regularly report to work on the days and times scheduled
• Bachelor’s degree, preferably in a computer- or training-related field, from an accredited college or university, or a minimum of five (5) years of experience in training or education
• Law firm experience strongly preferred
• Microsoft Office Specialist certification in Microsoft Word preferred
• Certifications from a nationally recognized training professional organization preferred

• Law firm experience
• Microsoft Office Specialist certification in Microsoft Word
• Certifications from a nationally recognized training professional organization

Annual discretionary bonus