IT Helpdesk/Trainer

Summary:

For over 40 years, Dean Mead has been providing exceptional legal services to businesses and individuals across Florida. We are seeking a dynamic and customer-focused IT Helpdesk/Trainer to join our firm.  This is a full-time position, based out of our downtown Orlando office (named a “Coolest Workspace” by Orlando Weekly). 

The IT Helpdesk/Trainer is essential to ensuring that all firm employees have the technical support and training they need to perform their duties efficiently.  This role will provide helpdesk support to resolve technology issues and conduct training sessions to enhance users’ proficiency with various software and tools, including specialized legal software.

This position offers excellent growth opportunities for the professional looking to develop their career in IT and legal administration. The ideal candidate will be self-motivated and excited to collaborate with an experienced team of legal professionals. We offer a professional environment with a competitive compensation and benefits program.

Duties and Responsibilities:

• Provide technical support to users by researching, troubleshooting, and resolving hardware, software, and network issues.
• Analyze and document trends in Help Desk requests, generate reports, and recommend process improvements.
• Track and manage firm equipment and install and update software when needed.
• Collaborate on the development and delivery of training programs by identifying skill gaps, creating instructional materials, and facilitating group and individual training sessions.
• Master various legal research, accounting, client management, and document management systems and act as point person for training needs. 
• Conduct onboarding training for new hires and schedule ongoing training sessions to enhance technical proficiency across the firm.
• Maintain current knowledge of industry practices, emerging technologies and AI advancements, and new tools through professional development and educational opportunities.
• Assist with general administrative tasks as directed by supervisors, supporting overall Help Desk operations.

Qualifications:

To perform this job successfully, an individual must be able to perform the Duties and Responsibilities above satisfactorily and meet the requirements below. The requirements listed below are representative of the minimum knowledge, skill, and/or ability required. Reasonable accommodations will be made to enable individuals with disabilities to perform the essential functions of the job. If you need such an accommodation, please contact Dean Mead Human Resources.

Other Skills and Abilities:

• Friendly presence and helpful attitude; good interpersonal skills and ability to work well with others; ability to address user frustrations effectively. 
• Ability to handle constantly changing workload; remain productive during slow times, be able to multitask effectively during busy times, exercise patience and professionalism during stressful situations.
• Excellent written and verbal communication skills.
• Ability to work with or without direct supervision.
• Ability to learn and retain working knowledge of a variety of IT and legal-specific topics and programs. 

Education and Experience:

• Minimum of 2+ years’ experience in an IT Helpdesk role in a corporate setting, (Required), within a law firm setting (Preferred). 
• College degree in Information technology, Computer Science, or a relate field, and/or technical certification (Required).
• Strong computer skills and proficiency in Microsoft Azure and Microsoft Office suite/applications (Required). 
• Legal software experience is strongly preferred. Experience with Surepoint and iManage/iManage Share (Preferred).
• Experience in developing training materials (e.g., user guides, quick reference documents) and delivering training sessions (Preferred). 

Physical Requirements:

• Prolonged periods sitting at a desk and working on a computer.
• Must be able to lift up to 25 pounds at times.

Work Environment:

• This position reports to work in-person at our Orlando office.
• Travel (up to 25%) to outer offices may be required. Mileage reimbursed at IRS rate.

Other:

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.