Under the leadership of the Help Desk Supervisor, the Help Desk Specialist 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.
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 office automation environments extremely helpful; should be an expert user of word processing, spreadsheet, and email systems. Excellent oral and written communications skills required. A pleasant telephone manner important. An undergraduate degree is desired.