Experience providing direct end-user support for the applications being supported, including both telephone support and on-site assistance to users.
Certain applications may require certification by the software provider.
Prior teaching/training experience involving computer applications, preferably database, imaging, or other automated litigation support applications strongly preferred.
Must have hands-on familiarity with the network, telecommunications, and operating systems environment of the applications being supported.
Prior experience in automated litigation support preferred.
Experience with client office automation environments extremely helpful; should be an expert user of the Government's word processing, spreadsheet, and email systems.
Excellent oral and written communications skills required.
Pleasant telephone manner important.
Undergraduate degree valued.
Day-to-day Responsibilities:
Usually supervised by Help Desk Supervisor.
Provides telephone help desk and on-site support to end users.
Applications supported will be chiefly litigation support applications, but may also include other office applications such as word processing, spreadsheet, presentation, and graphics packages.
Provides assistance in using hardware and software.
Performs help desk functions, such as answering and responding to user phone calls.
Assists users in constructing simple queries and reports and helps solve routine problems related to accessing databases.
Installs and troubleshoots litigations support packages on user desktops.
Provides basic and advanced training in database access and usage.
Organizes, prepares, schedules, and conducts training sessions.
Training will most often be user level training for specific databases or specific software packages, including word processing and other office automation packages.
Audience may include attorneys, paralegals, Government Case Managers, client agency staff, and/or other Contractor employees.
Prepares training approach and materials.
Arranges for use of training facilities, for access to appropriate applications, etc.
Assists the IT Staff in performing a variety of tasks associated with the day-to-day operations and administration of IT systems within the office.
Provides a wide variety of technical support services to coordinate teleconferences and distance learning activities to effectively deliver legal training using electronic and/or telecommunications media.
Assists users with various IT related troubles.
Assists in the configuration, installation, and maintain hardware and software.
Properly maintains and controls assigned telecommunication systems using knowledge of transmission, broadcasting, switching, control, and operation of telecommunications systems.
Administering user accounts.
Monitors compliance and maintains assigned information systems security procedures in accordance with internal, agency, and Federal information security regulations and policies.
Actively using trouble tickets to follow issues.
Tracking IT equipment.
Assists with Personal Identity Verification cards (PIV) activations, updates, and other issues.
Training client users.
Assist in the planning and delivery of customer support services at the point of computer user/specialist interface, including installation, configuration, troubleshooting, customer assistance, and/or training.