JOB PURPOSE
The Technical Support Learning and Development Specialist will coordinate exceptional technology training to new and existing firm members. You are to ensure clients have access to technology-focused learning and development. You will develop a wide variety of learning content, including live and recorded online courses. You will also provide world class client service and technical support to all Robins Kaplan LLP internal clients via email, phone, desk-side, remote, or walk-ins. You will enforce the Robins Kaplan LLP Acceptable Use Policy and all other Information Security policies.
WHERE YOU WILL WORK
This role is designated as a hybrid position.
ESSENTIAL FUNCTIONS

• Develop, implement, and assess the effectiveness of technology learning and development programs for a variety of technology systems, applications, hardware and workflow policies, processes, and procedures.
• Design, develop, produce, and deliver training content in all forms of consumable media (classroom, individualized desk-side learning, manuals, emails, documents, videos, etc.).
• Provide training and support for the efficient use of all hardware, software, and workflow processes for all Robins Kaplan LLP employees.
• Participate in the review of new and improved systems, software, hardware, workflow, etc.
• Serve as a liaison with training and support personnel from vendors.
• Coordinate and perform firm-wide employee training courses and skill set testing.
• Identify and evaluate group or individual training needs.
• Provide ongoing, relevant technology tips to all firm employees.
• Analyze and evaluate new products.
• Become familiar with each employee and their respective systems and applications.
• Travel to other offices for training and support as required.
• Provide online training to employees in other offices via remote connection.
• Create and import new learning content into firm's learning management platform.
• Manage and maintain learning management software and system.
• Provide reports and statistics to Robins Kaplan LLP management on usage of learning management system.
• Research and learn new technology to enhance learning at the firm.
• Assist in answering or solving any unresolved issues forwarded to you by 1st-level representatives, fellow specialists or other BITS team members.
• Assist, diagnose, and resolve incidents; answer questions; provide training; and process requests for fulfillment with software, hardware, or workflow processes.
• Answer incident and request for fulfillment phone calls, emails, Service Desk requests from all internal and external Robins Kaplan LLP clients.
• Maintain timely communication with clients on status of calls.
• Complete assigned service, project, and training requests.
• Perform follow up with clients.
• Provide daily support to clients of various computer systems including answering questions, analyzing problems, and quickly forming solutions to return systems to proper operation.
• Communicate clearly and effectively with clients, fellow BITS team members, and management to quickly resolve issues and ensure client satisfaction.
• Forward unresolved requests/problems to Network Operations team members, System Engineering team members, or vendors.
• Record and detail all incidents into our ITSM system.
• Increase personal technical knowledge by reading publications, operating manuals, and diagnostics information, and attending webinars when possible.
• Create and implement new processes to improve efficiency and client satisfaction while reducing costs.
• Test fixes to ensure problem has been adequately resolved.
• Willingness to assist on Help Desk calls when necessary.
• Coordinate the scheduling of new employees with HR.
• Develop curriculum for rollouts and manage training schedules for all firm members.

KNOWLEDGE OR SKILLS REQUIRED

• Advanced knowledge of Microsoft Office Suite; legal specific Office add-ons: template/macro packages, law firm billing/time entry, metadata cleaners, collaboration utilities; iManage Document Management; Adobe Standard; ITSM software; Symantec; Cisco Any Connect; Citrix; Bomgar; Zoom; and other legal specific software.
• Captivate, Storyline, Camtasia, and other structural design software.
• Microsoft Certified Associate preferred.
• Advanced experience with desktop operating systems including Windows.
• Extensive application support experience.
• Ability to learn new applications/programs with little or no formal training.
• Knowledge of adult learning theory, styles, and characteristics.
• Friendly presence and approachable demeanor.
• Ability to follow up on complex and detailed work activities.
• Attention to detail.
• Exceptional organizational and customer service skills.
• Advanced ability to troubleshoot problems.
• Exceptional written and verbal communications skills, tact, discretion, dependability and confidentiality.
• Strong documentation skills.
• Ability to work well under pressure and without direct supervision.

EDUCATIONAL AND EXPERIENCE REQUIREMENTS

• Must have at least four years of professional experience. Law firm experience preferred.
• Previous training experience preferred.

PHYSICAL DEMANDS OF POSITION
Work is performed in a professional office environment and requires the following during the work day:

• Must be able to remain in a stationary position for long periods of time (working at a computer)
• Ability to move/traverse about inside the office intermittently throughout the day (attend meetings, access file cabinets, obtain supplies from supply room, etc.)
• Operate computer and other office equipment such as a copy machine, printer, telephone, etc.
• Repetitive movement (i.e. heavy computer/keyboard use).
• Individual will interact regularly with others verbally, in-person, and via written communication.
• May require occasional light lifting (files, copy paper, etc.).
• May require medium lifting (desktops, monitors, etc.).

It is the policy of Robins Kaplan LLP to provide equal employment opportunities for all without regard to race, color, religion, gender, gender identity/expression, sexual orientation, age, national origin, disability or any other status protected by federal, state or local law. It is also our policy to work with individuals with disabilities when reasonable accommodations, sufficient to allow a person with a disability to perform the essential functions of their job, may be needed. It is our policy to be a workplace free from illegal discrimination and harassment.
At Robins Kaplan LLP, our commitment to diversity has been constantly renewed and revitalized since the founding of our firm in 1938. We recognize that the professionals we employ are our primary assets. Without skilled human resources, the legal advice and courtroom advocacy we provide to our clients is diminished. We are committed to advancing diversity by ensuring that fairness, respect and professional opportunity for everyone are integral to all of our recruiting, retention and promotion efforts. We believe that the diverse background of our people brings necessary and varied perspectives that enrich our practice of law. Those perspectives make us more than a diverse law firm; they make us a smart one.