Technology Support & Training Specialist

About the job

Job description:

Shipman’s value lies in our commitment -- to our clients, to the profession and to the community. We have one goal: to help our clients achieve their goals. How we accomplish it is simple: we devote our considerable experience and depth of knowledge to understand each client’s unique needs, business and industry, and then we develop solutions to meet those needs. With more than 150 lawyers in offices throughout Connecticut, Massachusetts, and New York, we serve the needs of local, regional, national and international clients. Our clients include public and private companies, institutions, government entities, non-profit organizations and individuals.

Technology Support & Training Specialist

The Technology Support & Training Specialist provides high-quality technical support to attorneys and business services staff in a law firm environment. This role supports firm-approved hardware, software, and legal applications while delivering excellent client service, practical user guidance, and comprehensive employee training to ensure technology is used efficiently and securely. A core function of this position is training employees at all levels on firm technology, fostering confidence and self-sufficiency in their use of supported systems and tools.

Pay range for this role is: $35/hour to $43/hour ($72,800–$89,440/year)

Key Responsibilities

• Provide Tier 1 and Tier 2 technical support for attorneys and staff.
• Troubleshoot issues related to desktops, laptops, mobile devices, peripherals, and firm applications.
• Support legal technology including document management, Microsoft 365, collaboration, and practice-specific tools.
• Respond to and manage service desk tickets, ensuring timely communication and resolution.
• Assist with new hire technology onboarding, including device setup, access provisioning, and introductory training on firm systems and workflows.
• Develop and deliver desk-side, virtual, and small-group training sessions on firm systems, applications, and best practices, tailoring content to varying skill levels across attorneys and business services staff.
• Identify recurring knowledge gaps among employees and proactively design training materials, workshops, or one-on-one coaching sessions to address them.
• Assess employee training needs on an ongoing basis and collaborate with management to develop training plans that align with firm technology initiatives.
• Assist with software rollouts, upgrades, and firm technology initiatives, including planning and conducting end-user training to support successful adoption.
• Create or update documentation, quick reference guides, training curricula, and knowledge articles to support employee learning and self-service resolution.
• Escalate complex issues appropriately while maintaining ownership through resolution.

Qualifications

• 5–7 years of IT support experience, preferably in a law firm or professional services environment.
• Demonstrated experience training end users on technology systems, including developing training materials and delivering instruction in individual, small-group, and virtual settings.
• Strong knowledge of Microsoft 365 (Word, Excel, Outlook, PowerPoint, Teams, OneDrive).
• Experience supporting Windows operating systems and hardware.
• Familiarity with legal applications such as document management systems and document productivity tools preferred (iManage Work 10, Litera Desktop or LiteraOne, iTimekeep (for time entry), DocuSign, Sharefile, Emburse ChromeRiver (for expense and invoice management), Bookit (Rendezvous) for conference room booking, Adobe DC).
• Strong communication and presentation skills with the ability to train and support attorneys and senior professionals effectively.
• Client-service mindset, strong attention to detail, and ability to manage multiple priorities.
• Ability to translate complex technical concepts into clear, accessible language for non-technical audiences during training and support interactions.

Physical and Other Requirements:

This position requires the ability to operate a keyboard at efficient speed. While performing the duties of this job, the employee is regularly required to stand, walk, talk or hear. The noise level in the work environment is usually moderate.

Non-Discrimination:

The Firm will not make employment decisions (including decisions related to hiring, assignment, compensation, promotion, demotion, disciplinary action and termination) on the basis of race, color, religion, age, sex, marital status, sexual orientation, national origin, ancestry, disability, pregnancy, genetic information, gender identity or expression, veteran status or any other characteristics protected by applicable law, except in the case of a bona fide occupational qualification.

Qualifications

To perform this job successfully, an individual must be able to perform each essential function satisfactorily, with or without reasonable accommodations. The requirements listed above are representative of the knowledge, skill, and/or ability required.

Disclaimer Statement

The preceding job description has been designed to illustrate the general nature and requirements for the performance of this job. It is not intended to be construed as an exhaustive statement of essential functions, responsibilities, or requirements.