User Trainer / Senior User Support Specialist

Location: Washignton, DC
Date Posted: 05-16-2017
User Trainer / Senior User Support Specialist
 C&C is looking for a User Trainer/Senior User Support Specialist which will report to the Help Desk Supervisor or Department Manager. Will require frequent contact with Government COR, Case Managers, trial attorneys, client agency staff, etc., as well as with other Contractor components. Responsibilities will include: Performing help desk functions (answering and responding to user phone calls, troubleshooting litigation support packages on user desktops, laptops, and coordinating support with office automation support contractors and staff). Creating trouble tickets using a Ticket management system. Responding to emails from the user community. Assisting in the setting up and operating of end user support program for major litigation applications in support of specific cases/projects. Setting up of user training programs, particularly for litigation support. Developing training course outlines and agendas. Organizing, preparing, scheduling and conducting training sessions. Determining training approach and materials to cover, or following existing materials.
(Trainings will most often be user-level training for specific cases using specific litigation support applications. Audience may include attorneys, paralegals, Government Case Managers, client agency staff, and/or other Contractor employees.)
Basic Qualifications
  • At least two years of experience involving teaching/training users in computer applications (preferably database, imaging, or other automated litigation support applications).
  • At least one year must be experience with the specific applications being supported (Relativity, CaseMap/TimeMap, TextMap, TrialDirector, Concordance, and Summation).
  • Must have hands-on familiarity with the network, telecommunications, and operating systems environment of the applications being supported.
  • Some familiarity with the Government's word processing, spreadsheet, and email systems.
  • Ability to manage multiple troubleshooting activities simultaneously.
  • Excellent written and oral communication skills.
  • Strong customer/collaboration skills.
  • Strong problem-solving skills.
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