Richards, Layton & Finger, Delaware’s largest law firm, seeks a detail-oriented and customer focused Specialist to join its team in Wilmington, DE. The Trial Services and User Support Specialist advances, implements, and supports the Firm’s trial technology and end‑user support services. This role manages and supports matters on the Firm’s computerized litigation support systems, provides technical “hot seat” support in courtrooms and video conference rooms, and educates users on the effective use of these systems.
The Specialist collaborates with the Firm’s legal practice areas to promote the use of existing and emerging technologies to enhance efficiency and productivity. When not engaged in active trial work, the position works alongside the User Support team to provide day‑to‑day support for the Firm’s hardware and software systems, including tracking and monitoring help desk calls, troubleshooting issues, and developing improved procedures and techniques to increase efficiency and service quality across the Firm.
ESSENTIAL DUTIES AND RESPONSIBILITIES:
- Works with attorneys and paralegals to coordinate trial technology activities and carry out procedures outlined in the Firm’s Trial Support Protocol and related Litigation Support Technical Documentation.
- Sets up and tests technology in courtrooms, workrooms, trial operations centers, arbitration sites, remote depositions, and video conferences, including creating forms and reports for searching, printing, and related tasks.
- Loads document images, databases, and transcripts to the Firm’s network and to portable devices used at trial.
- Develops, maintains, and updates protocols, best practices, and related technical documentation for litigation and trial support as technology and procedures evolve.
- Trains attorneys, paralegals, and other staff on the effective use of litigation support systems and tools.
- Works with paralegals and other practice‑area staff to improve technological integration and streamline processes through better use of available tools.
- Maintains records of trial services activities in accordance with Firm standards and requirements.
- Develops and maintains professional relationships with Delaware courts and court reporting services and stays informed about changes in courtroom technology.
- Works with the Firm’s practice areas to assess technology needs and develop solutions that leverage existing or new tools to improve efficiency and productivity.
- Makes recommendations to the Senior Manager, Trial Services and User Support regarding enhancements to the Firm’s litigation support and practice support systems.
- Assists with conference room support for the Firm and for visitors, including presentations and events.
- Serves as the technical point of contact for guests in trial suites and in the conference center, communicating their needs and ensuring a high standard of client service and care.
- Provides day‑to‑day end‑user support, including troubleshooting, research, telephone assistance, and in‑person follow‑up with users.
- Works with the User Support Services Manager to develop and maintain user support policies, guidelines, standards, processes, and service level objectives.
- Tracks and monitors Help Desk calls and requests in the Firm’s ticketing system and documents recurring problems and solutions in the Firm’s knowledge base.
KNOWLEDGE SKILLS AND ABILITIES:
- Minimum of five years of relevant experience with computer technology and end‑user support in a networked environment, including a strong understanding of trial services deliverables.
- Strong knowledge of litigation and trial support processes and hands‑on experience with computerized litigation support systems (such as OnCue, Relativity, Zoom, Webex, Microsoft Teams, and PowerPoint).
- Thorough knowledge of current software applications relevant to a law firm and trial technology environment.
- Familiarity with Delaware courts and courtroom technology.
- High degree of technical expertise and superior problem‑solving skills.
- Ability to rapidly analyze issues, establish priorities, anticipate consequences, make sound decisions, and initiate appropriate action.
- Experience with Windows 11 and current software and application platforms.
- Excellent verbal, written, and presentation skills.
- Strong interpersonal and organizational skills to maintain effective working relationships with attorneys and staff in person, by email, and by telephone, and to provide information with courtesy and tact.
- Ability to handle interruptions and manage multiple competing priorities.
- Flexibility in work routine and the ability to work overtime as needed; overtime is frequent and schedule flexibility is required for this position.
- Ability and willingness to travel periodically, as required.
EOE
Job Type: Full-time
Pay: From $80,000.00 per year
Benefits:
- 401(k)
- Dental insurance
- Employee assistance program
- Flexible spending account
- Health insurance
- Health savings account
- Life insurance
- Paid time off
- Retirement plan
- Vision insurance
- Wellness program
People with a criminal record are encouraged to apply
Application Question(s):
- Do you have trial experience in the legal field?
Education:
- High school or equivalent (Required)
Experience:
- Help desk: 3 years (Required)
- Technology management: 5 years (Required)
Work Location: Hybrid remote in Wilmington, DE 19801
