Job Details

CONTRACT2HIRE e-Discovery Help Desk Support Specialist (GOV'T)

Washington, DC, United States
  • Employment Type: Contract To Hire

Our client is seeking an e-Discovery Help Desk Support Specialist with a passion for all phases of litigation support and a desire to lead challenging projects for the U.S. Government. The Support Specialist will work with multidisciplinary teams across divisions to plan and deliver projects on time and within budget. This position requires a strong customer service/client solutions background, solid understanding of e-discovery methodologies, excellent organizational skills, and experience in working on projects with cross-functional technical and legal teams. Successful candidates must be action-oriented, with the ability to communicate clearly and effectively to executive, business, technical, and client audiences. In addition, the ideal candidate needs to be able to establish an effective approach in their duties that will deliver on the goals and objectives of all assigned projects. The candidate must be a U.S. Citizen with the ability to obtain a U.S. Government security clearance, active clearance is preferred. Send resumes to [email protected]

Key Responsibilities Include:

  • Supports a government contracting team providing litigation support services, providing excellent customer service and solutions to both internal and external stakeholders
  • Consistently delivers well-articulated, balanced, and informed communications
  • Participates in defining and maintaining the processes and tools that allow team and client to meet client needs
  • Develops strong partnerships with the clients and supporting team leaders to provide stellar customer service
  • Establishes or refines processes and delivery methodologies to enable successful delivery on project goals
  • Serves as a key stakeholder in the development of training documentation
  • Establishes collaborative relationships with co-workers and team members
  • Assists client and management in other client service tasks as needed
  • Direct Reports: This position reports to and takes work direction from the Help Desk Manager; this position has no direct reports. 

Daily Tasks:

  • Works among a high-performing and collaborative team in supporting all government clients with litigation support needs
  • Responds to incoming requests for assistance with Relativity, CaseMap, TimeMap, Concordance and other e-discovery platforms used by the client
  • Reports on task progress; troubleshoots task issues; performs quality control spot-checking as necessary to ensure that work is of high quality and meets contract requirements
  • Assists in setting up and operating end user support program for major applications in support of specific projects/cases
  • Sets up overall user training programs, particularly for litigation support and office automation applications
  • Develops training course outlines and agendas for user based training courses; organizes, prepares, schedules and conducts training sessions; establishes training facilities and schedules
  • Performs help desk functions, answering and responding to user phone calls, troubleshooting litigation support packages on user desktops/laptops and coordinating support with office automation support contractors and staff

Qualifications:

  • The ideal candidate will have some e-Discovery support experience with litigation support platforms 
  • Experience involving teaching/training users in litigation support platforms
  • Broad experience in a variety of areas (e.g. document center, coding shop, field discovery, etc.) - is preferable to limited experience in one area only 
  • Excellent communication, presentation, and inter-personal skills with both e-discovery technical teams and non-technical business leaders and team player
  • Ability to work in a fast-paced, agile work environment
  • Experience and familiarity with e-Discovery Services covering all realms of the EDRM (File to Trial)
  • Must be able to work onsite in Washington, D.C. 
  • Must be a U.S. Citizen
  • The ability to obtain a U.S. Government security clearance (active clearance preferred)
  • No travel required
  • BS/BA degree or equivalent work experience
     

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