Training andSupport Specialist - Information Systems

New York Office

The Lawyers Committee for Human Rights has worked since 1978 to protect and promote the rights to which everyone is entitled under international law. We work both internationally and in the United States to champion the rights of refugees and workers, ensure justice for the most serious human rights crimes, promote domestic law and policy that respect human rights, and extend a lifeline to local human rights defenders. Collaboration, innovation, and the search for lasting solutions are the hallmarks of our approach to the toughest human rights problems.

This approach is rooted in the premise that the world's security and stability depend on long-term efforts to advance justice, human dignity, and respect for the rule of law in every part of the world. Our role and reputation in the human rights community is as an organization of advocates who provide substantive research, non-partisan legal expertise, consensus building, and strategic advocacy to effect positive change in respect for human rights.

The Training and Support Specialist will work in an Information Services Department where the network management and Help Desk functions are out-sourced to an external vendor. The delivery of services is a team effort by the IS Director, the Training and Support specialist, and other department members working in managing vendors to support the user community.

The position focuses on five key areas: 1) Training and facilitating User Group for Microsoft Office products and LCHR’s line of business applications, Blackbaud’s Raiser’s Edge and OnContacts CMS contact management software plus key tools including remote access software and e communication software. This includes new employee orientations and ongoing training; 2) Providing hands-on assistance to the out-sourced vendor for ‘basic break-fix’ maintenance of computers; 3) Coordinating vendor support for computers, printers, phones and the ordering, cataloging, and inventory of hardware and software. Serve as the primary support person for managing the programming of phones and coordinating vendor support; 4) Develop and update documentation for LCHR systems including remote access, IS department procedures, phone systems and IS requirements documentation; and, 5) Assist the IS Director with business analysis for incoming requests and project management support for projects that are executed by the department. These documents will be made available to users on an Intranet.

The position is focused not only on support but on developing end user self-sufficiency, ensuring quality support, with the goal of increasing the skills of the staff so they can productively use the computer and phone systems to positively impact work contributions.

Responsibilities

• Training and Facilitating User Groups.
• The training and orientation of new users is a key activity to help ensure users make the most of internal systems.
• Develop LCHR specific documentation on an Intranet that will be developed for ready access information on IS systems, the phone system, and support. The documentation will include FAQs, Tips & Tricks, and orientation material.
• Provide one on one as well as formal classroom training to users on key supported systems including Microsoft office, specialty applications, remote access, and Outlook and email management.
• Develop guidelines for user groups, coach facilitators, and work with groups to provide tips, tricks and training materials from their sessions as well as ideas and feedback for the Information Systems Department.
• Develop resource listing for classes offered off site as well as online CBT training and self paced web training programs.

• The support specialist will be the on site point person for coordinating these fixes including the installation and repair under the guidance of the vendor.
• Over time, this role will shift to one of coordinating vendor dispatched technicians and signing off on work done in remedying hardware issues. Additionally, more services will be done through maintenance contracts.
  

Computer and Phone Support, and Vendor Management

• The primary Help Desk support is provided by an outsourced vendor but many functions such as troubleshooting printers, and coordinating request for software installs will be coordinated by the support specialist.
• Managing contact with the vendors to resolve support issues for our printers and phone system.
• Document services provided by vendors so users can get the most from systems and the support contracted for.
• Inventory incoming software and hardware by inputting information into an asset management system and making back up copies of all software. Prepare equipment tags for permanent marking and asset management.
• Serve as the expert in programming user phones, documenting features and providing new phone orientation.

Documentation of Internal Systems and Remote Access and External Email Access

• Documentation of internal systems including remote access, and external email usage will help users to with useful documentation that is readily available.
• Act as a resource to departments and user groups to document and develop upgrade training materials so we harness the added functionality of hardware and software we invest in.
• Provide a simple matrix to show users which remote access best fits their profile.
• Develop a refresher for users who only travel periodically so that they can successfully connect while on the road.
• Develop with the IS Director a “Traveling Toolkit” that each user can download to their desktop for ready access when traveling or dialing in from home.

Project Management Support

• A key part of this role is to help departmental representatives by identifying tasks, required resources (including time commitments), costs, testing and sign off activities for each project. This support helps departments to better manage efforts and to drive projects to completion.
• Managing schedules, tasks, interdepartmental coordination, and assisting in managing projects will help the department to undertake and completed on schedule.
• New projects will be reviewed for clear requirements, business rationale, goals and management approval so that high quality, predictable results can be delivered.
• Provide regular scheduled updates to the IS Director on the status of all projects.

Qualifications:

• Bachelor's degree or equivalent educational and work experience in PC support.
• A minimum of 2-years of experience in PC support, training, and work in an information systems department with experience in project management or responsibility for coordinating special projects or resource management.
  

Skills/Abilities/Certifications

• Be able to work independently and keep management apprised of any special requirements or problems that need escalation.
• Analyze problems and make recommendations to management on how to overcome problems including changes in existing process and procedure
• Have experience in conducting stand-up, instructor lead training classes.

• Demonstrate proficiency in using Microsoft Office products for use in processing feeds.
• Solid understanding of Windows Explorer for file management.
• Understand and utilize Internet Explorer to surf the web to view source sites, create and use bookmarks, to use search engines such as ‘Google’ to undertake research on data assignments.
• Experience in a PC support in installing software, performing routine hardware maintenance including: diagnostics, installing hard drives, changing cards, installing memory, and completing paperwork for purchase of supplies.

ANNUAL SALARY: Competitive.Excellent benefits.

START DATE: Immediate Opening

SUBMISSIONS Respond via email no later than November 7, 2003 including cover letter, resume, and three (3) references to: humanresources@lchr.org