Technical Support Engineer-Document Managment Systems - Legal Firm : Job Details

This individual will serve as a key liaison between IT, end-users, and department heads, playing an integral role in user onboarding, technology training, and the ongoing enhancement of our technology stack. You will be responsible for creating and delivering training materials—both live and recorded—and ensuring user adoption of tools such as NetDocuments (experience with iManage is acceptable), BigHand, LexisNexis, DocStyles and Microsoft 365. You will also contribute to the firm's Security Awareness Training program by assisting with curriculum delivery and ongoing user engagement efforts.

Key Responsibilities:

• User Training & Enablement
• Lead onboarding sessions for new hires, ensuring a smooth introduction to the firm's core applications and technology practices.
• Design and deliver training programs, both virtual and in-person, tailored to legal professionals and support staff.
• Create weekly/bi-weekly “Tech Tip” content and short tutorial clips to promote ongoing learning and user engagement.
• Maintain and update a training library including manuals, quick-start guides, and training videos.
• Assist with delivery and content support for the firm's Security Awareness Training curriculum.

Application Support & Integration/Optimization:

• Serve as the go-to subject matter expert for legal technology tools including NetDocuments (or iManage), BigHand, LexisNexis, and advanced Microsoft Office 365 features.
• Support and troubleshoot document management workflows and document templates, including style sheets and macros.
• Collaborate with the Manager of User Support to identify training opportunities and improve workflows that impact user satisfaction and productivity.
• Assist in testing, deployment, and user adoption of new software tools, upgrades, and integrations.

Cross-Functional Collaboration:

• Partner with the Director of Technology and User Support Manager to implement and deploy firmwide productivity applications.
• Participate in pilot groups and feedback loops for evaluating new tools or enhancements to existing platforms.
• Analyze training feedback and system usage metrics to refine the training roadmap and promote high adoption rates.

Qualifications & Skills Required:

• 5+ years of experience in technology training, IT support, or application specialist role within a professional services or legal environment (Law Firm Preferred).
• Experience with a Document Management System (DMS) is required – NetDocuments strongly preferred, iManage acceptable, eDocs a plus.
• Advanced knowledge of Microsoft Office 365 (Word, Outlook, Teams, Excel, PowerPoint), including admin-level experience or advanced user functionality.
• Proficiency in creating training videos using tools such as Camtasia, Snagit, etc.
• Strong written and verbal communication skills, with the ability to present technical concepts in an engaging, user-friendly format that is clear and concise.

Preferred:

• Familiarity with legal tools such as BigHand, DocStyle(Compare, Enterprise. Ribbon), LexisNexis, and template/document automation platforms.
• Experience supporting Security Awareness Training within a corporate or legal setting.
• Experience with enterprises level ticketing systems ConnectWise Manage or similar.
• Experience with remote control software such as ConnectWise ScreenConnect / ConnectWise Automate
• Professional certifications such as Microsoft Certified Trainer (MCT) welcomed and encouraged (training and certification opportunities available).
• Bachelor's degree in Information Technology, Education, Communications, or related field (relevant experience acceptable).