Technical Trainer and Help Desk Specialist

The Stevens & Lee Companies • Reading, PA

2d

About The Position

Stevens & Lee, a full-service law firm headquartered in Reading, PA, is seeking a Technical Trainer & Help Desk Specialist to join our team. This unique role offers a balance of responsibilities - delivering engaging training on firm-supported software while also providing Help Desk and technical support to our platform employees. We are looking for candidates with strong oral presentation and public speaking skills, a proven background in technical support, and a commitment to exceptional customer service. Because this position requires regular travel to our regional offices, a reliable vehicle is essential. The ideal candidate will be eager to learn and ready to embrace the following responsibilities:

Requirements

• Excellent communication skills with the ability to engage effectively with both technical and non-technical staff at all levels.
• Strong presentation and facilitation skills with the ability to deliver clear, motivating training sessions.
• Proven customer service mindset with the ability to build strong relationships and provide responsive, professional support.
• Highly organized and detail-oriented, able to manage multiple priorities simultaneously and work independently with minimal supervision.
• Calm and adaptable under pressure, with the ability to meet strict deadlines and respond positively to shifting priorities.
• Collaborative, energetic team player with a proactive approach to problem-solving.
• Willingness to travel regularly to regional offices as needed.
• Bachelor's degree or equivalent combination of education and experience.
• Minimum 2 years of related work experience, law firm or other professionals services experience preferred.
• Help Desk: 1 year (preferred).
• Proficient in Microsoft Office, Teams, and familiarity with iManage, Litera products, copiers, printers, and Teams phones is a plus.
• Self-starter with strong interpersonal, collaboration, and customer service skills

Responsibilities

• Deliver new-hire and ongoing training for attorneys, secretaries, and staff through a variety of methods, including in-person sessions, webinars, and one-on-one deskside instruction.
• Provide follow-up training and support to reinforce learning and address evolving needs.
• Contribute to the design and development of training materials, including videos, user guides, and reference documents.
• Respond to service requests from attorneys, professionals, and staff in a timely and professional manner.
• Document all service and support activities within the IS Department's tracking system.
• Install, troubleshoot, and resolve issues related to desktop applications, hardware, and peripherals.
• Configure and support mobile devices (Apple and Android), ensuring secure and reliable functionality.
• Participate in the after-hours on-call support rotation to provide timely assistance outside of standard business hours.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level