Technology Trainer and Application Support Specialist

Lowndes, a premiere, full-service law firm based in Orlando, Florida, is searching for an experienced Technology Trainer and Application Support Specialist to support our 200 employees in three Florida offices.

The Technology Trainer and Application Support Specialist is responsible for delivering training and providing day-to-day support for the firm’s core technology systems and legal applications. This role ensures that attorneys and staff are proficient in the tools required to perform their work efficiently, while also troubleshooting issues, improving user adoption, and supporting ongoing technology initiatives. This position requires periodic travel to the firm's other offices.

Responsibilities

Training and User Education

• Design, develop, and deliver training programs for attorneys and staff on firm-standard software and legal applications.
• Conduct new hire onboarding training and ongoing refresher sessions (in-person and virtual).
• Create and maintain training materials, including user guides, quick reference sheets, and video tutorials.
• Assess training needs and tailor content to different user groups and skill levels.
• Promote best practices to improve efficiency and consistency in technology use.
• Manage the firm’s Learning Management System (LMS), ensuring that content is organized, relevant, and updated. Maintain a centralized knowledge base of training materials, FAQs, and troubleshooting guides.
• Select and distribute content for the firm’s quarterly security awareness training program; track completion.

Application Support

• Provide first- and second-level support for firm applications, including document management systems, time entry/billing software, Microsoft Office tools, AI/LLMs, plugins, and more.
• Troubleshoot and resolve user issues related to software, workflows, and integrations. Log all interactions in the firm’s ticketing software.
• Serve as a liaison between end users and IT teams to identify trends and needs.
• Track, prioritize, and document support requests through the firm’s ticketing system.
• Work as a member of the Help Desk by answering calls and responding to HelpDesk tickets.

User Adoption and Change Management

• Assist with rollout of new technologies, upgrades, and system enhancements.
• Develop communication plans and training strategies to support adoption of new tools.
• Gather user feedback and recommend improvements to systems and processes.
• Identify recurring issues and develop proactive training or solutions to address them.
• Advise employees on the best tools for their specific needs.
• Understand the needs of all positions and departments (e.g. attorneys, staff, accounting) throughout the firm.

Qualifications

• Bachelor’s degree or equivalent experience required.
• 3–6 years of experience in technology training and/or application support, preferably in a law firm or professional services environment.
• Experience supporting legal applications such as iManage, NetDocuments, Aderant, Elite, or similar systems preferred.
• Strong proficiency in Microsoft Office Suite, especially Word (advanced formatting skills required).
• Strong communication skills and the ability to tailor training and communications to a variety of skill levels.