job summary: Here are a few options for a professional and organized job description summary for the Help Desk Analyst / Trainer role: Option 1 (Concise) We're looking for a Help Desk Analyst / Trainer with 3-5 years of law firm experience to provide exceptional first and second-level technical support and lead IT training initiatives. This role involves troubleshooting software (Microsoft 365, iManage, Adobe, Litera), hardware, and mobile devices, managing user accounts, and deploying equipment. A key component of this position is collaborating with third-party vendors to develop and deliver comprehensive training programs for new hires and ongoing skill development, ensuring all employees are proficient with the firm's IT systems. Option 2 (Detailed) Join our Information Technology department as a Help Desk Analyst / Trainer, a dynamic role blending technical support and IT education. This position requires 3-5 years of experience within a law firm or legal industry, focusing on providing outstanding customer service across phone, email, and in-person interactions. You'll serve as the primary point of contact for software applications (including Microsoft 365, iManage, Adobe, Litera), hardware, and remote technology issues, while also managing user accounts and equipment deployment. A critical aspect of this role is designing, developing, and conducting IT training programs for new applications, updates, and ongoing skill-up sessions, working closely with third-party trainers to assess effectiveness and foster firm-wide IT proficiency. location: New York, New York job type: Permanent salary: $75,000 - 90,000 per year work hours: 9am to 5pm education: Associates responsibilities: Job Description: Provide excellent customer service while conveying confidence, knowledge, and professionalism over the phone, email correspondence, and during office visits.Serve as first and second-level support for telephone and e-mail inquiries on the Firm's software applications, hardware, mobile devices, Phones and remote technologies directed to the Information Technology department. Interact with users to identify, research, diagnose reported issues and engage engineers to assist as needed. Work with the third-party trainer to design and develop training programs, including course materials, manuals, and other instructional resources tailored to the firm's needs.Coordinate New Hire training and weekly Skill-up sessions. Work with the third-party vendor to develop training materials for new applications or updates. Log all call activity in the Service Desk application. Assist with managing all hardware and software inventory. Provide guidance on the use of software applications and equipment.Set up and deploy new thin clients, PCs, laptops, printers, and other peripherals.Install, configure, and maintain operating systems updates, software applications, and hardware components through Intune.Manage user accounts and permissions in Active Directory.Assist with basic network troubleshooting, including connectivity issues and printer setup.Work with network engineers to resolve complex network problems.Escalate issues to senior IT staff or external vendors as needed.Follow up with users to ensure issues are resolved to their satisfaction.Assist with Setting up conference rooms.Assess the effectiveness of training programs through evaluations, feedback, and performance assessments, making adjustments as needed.Conduct training sessions, workshops, and seminars, both in-person and online, to educate employees on various IT systems, software, and tools.Test new applications prior to rollout.Provide on-call after-hours and weekend support. Other Duties as assigned by the Manager. qualifications: Required Qualifications: Strong technical background in computer hardware, software, and troubleshooting required.Proficient in Microsoft products (including Windows 10, Windows 11, and Office 365), iManage, Adobe Acrobat, and Litera, with the ability to quickly learn and incorporate new releases and updates.Proficient in Zoom and MS Teams.Excellent written and verbal communication skills, including the ability to communicate technical concepts to technical and non-technical users.Ability to multi-task in a fast-paced environment, prioritize among competing needs and respond quickly to requests for information.Ability to effectively organize and manage multiple training initiatives simultaneously.Strong understanding of business goals and standards for customer service.Ability to work on own initiative. Ability to lift and carry computer and printer equipment.3 to 5 years' of law firm experience/ legal industry. skills: Required Qualifications: Strong technical background in computer hardware, software, and troubleshooting required.Proficient in Microsoft products (including Windows 10, Windows 11, and Office 365), iManage, Adobe Acrobat, and Litera, with the ability to quickly learn and incorporate new releases and updates.Proficient in Zoom and MS Teams.Excellent written and verbal communication skills, including the ability to communicate technical concepts to technical and non-technical users.Ability to multi-task in a fast-paced environment, prioritize among competing needs and respond quickly to requests for information.Ability to effectively organize and manage multiple training initiatives simultaneously.Strong understanding of business goals and standards for customer service.Ability to work on own initiative. Ability to lift and carry computer and printer equipment.3 to 5 years' of law firm experience/ legal industry. Equal Opportunity Employer: Race, Color, Religion, Sex, Sexual Orientation, Gender Identity, National Origin, Age, Genetic Information, Disability, Protected Veteran Status, or any other legally protected group status.At Randstad Digital, we welcome people of all abilities and want to ensure that our hiring and interview process meets the needs of all applicants. If you require a reasonable accommodation to make your application or interview experience a great one, please contact HRsupport@randstadusa.com. Pay offered to a successful candidate will be based on several factors including the candidate's education, work experience, work location, specific job duties, certifications, etc. In addition, Randstad Digital offers a comprehensive benefits package, including: medical, prescription, dental, vision, AD&D, and life insurance offerings, short-term disability, and a 401K plan (all benefits are based on eligibility). This posting is open for thirty (30) days.