The User Experience Analyst responsibilities include diagnosis, resolution and escalation of IT technical support, hardware, application and systems for local office(s.) Identifying educational needs, develop and execute training plans, training materials, preparing classes and orientations, and provide software instruction and ongoing learning to the Firm’s employees under the guidance of the Learning & Development Manager.
New user setup and workstation relocation
Troubleshoot technology problems and take the correct actions for quick resolution.
Configure and support:
Audio Visual systems
Cloud based video conference systems
Keep up to date detailed inventory on existing and incoming hardware
Provide onsite support for the Solution Center, Infrastructure, Systems, and Security teams.
Image workstations and identify systemic technical issues
Identify learning opportunities and improvements
Plan, prepare, and research lessons
Organize and promote courses
Develop and deliver learning programs
Prepare teaching/course materials
Offer hands-on and demonstration learning sessions on a consistent basis
Conduct new hire orientation as needed
Instruct users on an individual or group basis
Maintain records of programs and attendees
Utilize the Learning Management System (LMS) for calendaring, promoting courses, and reporting
Maintain strong working knowledge of the Firm’s technology systems, by continuing to enhance personal knowledge through ongoing training, reading, and improvement initiatives
Utilize IT ticketing system, provide support with documentation including FAQ's, instructions, procedures, and knowledge-based articles
Use Exela resources for Tier 1 hardware support
Provide Tier 2, Tier 3 onsite support for Hardware Infrastructure and Systems teams
Provide updates, status and completion information to manager and users
Reports directly to the Learning and Experience Manager. Works with IT Management, software development/procurement and user groups.
Experience designing technical course materials
Proven work experience as an IT Trainer or similar role
Excellent communication and written skills
Achieve technical certifications aligned with duties and responsibilities
Working knowledge of Legal applications
Strong communication and training skills with the ability to communicate technical information to non-technical users
Exceptional customer service skills
Ability to multi-task, manage and appropriately prioritize multiple projects
Strong technical knowledge of PC hardware, Windows, and Apple iOS
Working knowledge of basic network concepts (such as TCP/IP, LAN, WAN, wireless, VPN and IP telephony)
Resolve open issues with minimal supervision
Strong knowledge of MS Office 2016 (O365)
Lifting, carrying, and moving light-to-medium weights of up to 45 lbs.