IT Learning and Technical Specialist - Mayer Brown LLP

Mayer Brown is an international law firm positioned to represent the world’s major corporations, funds, and financial institutions in their most important and complex transactions and disputes. We are recognized by our clients as strategic partners with deep commercial instincts and a commitment to creatively anticipating their needs and delivering excellence in everything we do.

We are a collegial, collaborative, and diverse firm where highly motivated individuals with an unwavering commitment to excellence receive the opportunity, support, and development they need to grow, thrive, and realize their greatest potential all while supporting the Firm’s client service principles of excellence, strategic partnership, commercial instinct, integrated strengths, innovation, and collaboration across our international firm.

If you enjoy working with team members whose defining characteristics are exceptional client service, initiative, professionalism, responsiveness, and adaptability, you may be the person we are seeking to join our Information Technology department in our Salt Lake City office as an IT Learning and Technology Specialist.

The IT Learning & Technology Specialist is responsible for providing training on the Firm’s software applications and telephone system.  Working alongside the deskside support team, they provide basic computer and audio-visual support.  They act as a project resource when directed and work closely with their local, regional and global peers to ensure seamless IT service delivery and support to the business and the IT department’s strategic goals and initiatives. 

• Provision of learning delivery to include new staff induction, workplace skills, productivity/efficiency skills, mobility support and document production automation learning and support.
• Provision of basic deskside support based on solid understanding of firm standard technical policies and procedures.
• Provide virtual, classroom and one-on-one training, floor walking, labs and personal consulting sessions.
• Ensure learning courseware and end user documentation is regularly reviewed and updated for continued accuracy.
• Provide training and support outside normal business hours as needed.
• Utilizing strong technical background, provide basic deskside support in conjunction with local customer services team.
• Participate in a positive proactive working relationship between the IT Learning & Development team, other IT departmental teams and our customers.
• Provide continuous feedback to team members and share information openly, contributing suggestions for improvements.
• Provide full life cycle management of all escalated tickets including troubleshooting, research, investigation and resolution.
• Update and manage all escalated tickets in accordance with local, regional and global customer services standards and processes.
• Participate in full range of project teams to provide input/advice on level/volume of training required.
• Successfully meet timelines/budgets for assigned projects.
• Provide support to other IT teams by providing testing of new software packages and upgrades to existing software applications.
• Develops a sound understanding of IT operations and related applications and IT systems as well as business related processes and procedures.
• Assists in other area's in IT when needed and performs other duties as directed.
• Provides high levels of customer support by being responsive, communicating proactively and managing expectations.
• Work with the team to manage all local hardware assets and assist with hardware replacement, upgrades and tracking.
• Assist with moving user equipment to other offices and/or floors.
• Provide support for audio visual/video conference events (where applicable).
• Act as a technology resource to the Firm for industry trends, technology implementations and change management issues.
• Effectively and proactively identify and communicate operations and business risks to appropriate levels of IT and management.
• Adhere to all IT and user quality assurance practices.
• Other duties and projects as required.

Business Relationship Management:

• Provide high level of customer support by being responsive, communicating proactively and managing expectations.
• Provide visible floor support by conducting floor walking to increase business engagement.
• Attend user groups independently or with managers as required.
• Performs other duties as assigned or required to meet Firm goals and objectives.

Education/Training/Certifications: 

• Bachelor’s degree in a related field.  An equivalent combination of education and/or experience may be considered in lieu of the degree when the experience has been directly related to the functions of the job.

Professional Experience: 

• Training delivery experience.
• Legal training experience a plus.

Technical Skills: 

• Proficiency in Microsoft Office products.
• Advanced knowledge of Microsoft Office Suite in addition to other relevant legal applications (time recording systems, expense management systems, metadata management systems, PDF converters).
• Proficiency in a matter centric document management system, preferably iManage Work Desktop.
• Knowledge of mobile devices ( iPhone and Android).
• Experience delivering remote training using virtual meeting platforms such as Webex, MS Teams and Zoom.
• Knowledge of telephone and voicemail systems.
• Good knowledge of Mobile devices such as iPhone, iPads and Android devices.
• Good working knowledge of remote access technologies and video conference tools.
• ATD training qualification preferred. 

Performance Traits: 

• Strong written and verbal communication skills, able to communicate effectively and in a professional manner with all levels of the Firm and outside vendors.
• Ability to work in a diverse team environment and effectively support the demanding needs of the Firm.
• Ability to work under pressure, meet deadlines with shifting priorities.
• Must be a self-starter with a high level of initiative.
• Strong customer service skills, able to anticipate needs.
• Strong attention to detail, organizational skills and the ability to handle multiple projects.
• Maintains confidentiality and exercises discretion.
• Exercises solid strategic thinking and problem-solving skills.
• Ability to work well under own initiative and complete tasks without direct supervision.
• Ability to effectively prioritize and execute tasks in a high-pressure environment.
• Team player.
• Excellent time management skills.
• Excellent customer service skills, e.g. helpful empathetic approach; handles difficult customers and situations in a calm professional manner.
• Support and encourage a positive team environment.
• Actively model desired work values and practices for others, including self-improvement, continuous learning and career development.
• Encourage team members to provide continuous feedback to each other and share information openly.
• Ability to mentor and direct other team members to ensure completion of tasks.

Physical Requirements:

• May require occasional lifting of up to 20 lbs.

The above is a general description of the essential duties associated with this position and does not represent an exhaustive or comprehensive list of all duties.

The Firm may modify and amend this job description at any time at its sole discretion. Nothing herein creates a contract of employment or otherwise modifies the at-will nature of employment.

We offer competitive compensation and comprehensive benefits, including medical/dental/vision/life/and AD&D insurance, 401 (k) savings plan, back-up childcare and eldercare, generous paid time off (PTO), as well as opportunities for professional development and growth.

Thank you for your interest in Mayer Brown. We are committed to providing equal opportunity and reasonable accommodations to applicants and employees with disabilities and disabled veterans. To request a reasonable accommodation related to the application process and/or job interview, please email uslateralrecruiting@mayerbrown.com. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.