Analyst, Deskside Support and Training

Analyst, Deskside Support and Training

In this role, you will combine hands‑on technical support with high‑impact end‑user training. You will deliver instructor‑led classroom sessions, one‑on‑one coaching, just‑in‑time support, and eLearning content to help employees adopt technology efficiently and confidently. In partnership with the Technology team, you will provide responsive deskside support to ensure a consistent, high‑quality user experience across the firm.

• Serve as a member of the Technology team by providing support, training, and troubleshooting as directed by management.
• Triage support requests, record issue details in Service Now, and escalated problems or requests as needed.
• Participate in cross‑functional Technology support activities.
• Provide backup support for other offices on an as‑needed basis.
• Incorporate end‑user feedback into planning and communications with the broader Technology team.
• Demonstrate professionalism and a strong service mindset through follow‑through, active listening, and clear communication.
• Collaborate with team members, staff, and managers to ensure information is shared effectively.
• Build and maintain professional relationships with staff at all levels.
• Actively seek feedback regarding technology needs and challenges.
• Provide backup support to the Deskside Support team on hardware‑related tasks.
• Resolve hardware issues for all firm‑supported devices.
• Perform computer hardware upgrades, installations, and workstation moves.
• Install, configure, and support network printers.
• Provide second‑level support to the User Support team on hardware‑related issues.
• Provide deskside support from issue identification through resolution for printers, laptops, and PCs.
• Provide video and audio conference support.
• Deliver new‑hire training and follow‑up support.
• Conduct ongoing education classes for employees.
• Serve as a member of the BCLP Training Team.
• Partner with other departments and offices to assess and plan training needs.
• Coordinate training schedules.
• Assess training needs and assist with the development of specialized courses and supporting materials.
• Create eLearning modules.
• Stay current on training and development research, adult learning theory, and emerging training methods and techniques.
• Support efforts to promote participation in continuing education programs.
• Perform specialization tasks assigned by the Training Team Leader.
• Support Firm‑approved applications and operating systems.
• Provide first‑level support for Firm‑approved applications and operating systems.
• Provide second‑level support to the User Support team on software‑related issues.
• Troubleshoot software issues and document and communicate resolutions to appropriate Technology personnel and end users.
• Maintain expert‑level knowledge of the standard applications and operating systems installed on a standard workstation at BCLP.
• Advocate for end users through a strong understanding of how they work and use technology.
• Identify technology solutions that support user and business needs.
• Demonstrate strong working knowledge of Windows 11 and Microsoft 365 core applications.
• Perform other duties as assigned.

• Ability to teach and support a variety of software applications.
• Strong understanding of training program development, lesson plans, instructor guides, student manuals, and delivery methods.
• Ability to communicate professionally, clearly, and concisely, both verbally and in writing, with internal and external clients at all levels.
• Self‑starter with the ability to work independently.
• Experience with training, adult learning theory, and training evaluation methods.
• Works well under pressure.
• Understands the legal community.
• Ability to provide after‑hours on‑call support on a rotational basis.
• Travel as necessary.
• Ability to work late, arrive early, and work overtime with little or no notice.
• Familiarity with PC hardware.
• Requires the ability to regularly report to work on the days and times scheduled.

• Bachelor’s degree, preferably in a computer‑ or training‑related field, from an accredited college or university, or a minimum of five (5) years of experience in training or…