Technical Trainer and Help Desk Specialist

Powerful Partnerships. Standout Solutions.

Stevens & Lee is a 200-plus lawyer full-service law firm representing clients throughout the Mid-Atlantic, New England and across the country from 18 offices in New Jersey, Pennsylvania, New York, Rhode Island, Delaware and Florida. The firm is the cornerstone of The Stevens & Lee Companies, a platform of affiliated professional service firms that provide a full range of legal, investment banking, financial advisory, insurance risk management, public affairs and government consulting services.

Job Overview

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:

Responsibilities (including but are not limited to)

• 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.
  
  

Skills & Competencies

• 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.
  
  

Qualifications

• 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
• While prior experience in both training and legal/professional services is preferred, we are also willing to consider candidates who bring a strong background in technical support along with excellent interpersonal and training skills. For the right candidate, we will provide the additional training and support needed to develop into this role.
  
  

Job Type: Full-Time- 40 Hours/week

FLSA Classification: Non-Exempt

Reports To: IS Department

In compliance with federal and state equal opportunity employment laws, The Stevens & Lee Companies is an affirmative action/equal opportunity employer and does not discriminate in regard to race, color, national origin, religion, disability, age, or gender.