The Florida Bar Foundation, a 501 (c)(3) public charity, works throughout
the state of Florida to promote improvements in addressing the civil legal
needs of the poor and provide funding for Legal Aid.

We are seeking a Help Desk Support Specialist for a freshly implemented
web-based case management system that is in use at 28 diverse legal services
organizations throughout the state. This position reports to the Project
Manager of the Information System for Legal Advocacy of Florida (ISLA)
project.

*Responsibilities to include:*

- Answering phone calls and emails sent by system Site Administrators
throughout the state in a prompt and helpful manner
- Communicating new software features, changes, reports, and best
practices to the Site Administrators
- Tracking system use and issues that span across various sites
- Vendor communication to solve problems and prioritize issue management
- Periodic trainings as needed, both in person and via web conference
- Work closely with the project manager to resolve large-scale system or
process problems
- Establishment and maintenance of a third party web-based ticketing
system (such as Zendesk or Jira)
- Weekly status update reported back to the project manager

Required Qualities and Abilities

- Bachelor’s degree with 3-4 classes in business systems or computer
science or an equivalent combination of education and experience
- 2-3 years of related experience providing software application support
in a service environment, preferably non-profit
- A general understanding of how a web-based case management system
functions
- Willingness to learn and become an expert on *Legal Server* software
- Excellent planning, organizational and writing skills
- A desire to disseminate knowledge to Site Administrators in an effort
to make them more self-sufficient
- Teaching and public speaking ability
- Optimistic attitude
- Concern for quality measures in all performed tasks
- Conflict management skills; the ability and patience to work
diplomatically with people in difficult or challenging situations

Preferred Attributes

- Experience working with software vendors
- Past work on a large-scale software project
- Knowledge of law offices and legal terminology

This position is a full-time staff position with an annual salary range of
$39,000 to $45,000 and a competitive benefits package. Please submit your
resume PDF and a letter of introduction to Lea Remigio at
lremigio@.... Subject line of the email must read: *Help Desk
Support Specialist*. Please reply by October 15, 2009. No phone calls will
be accepted. EOE/D/M/V


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