Deskside Support Specialist

Reed Smith LLP.; Atlanta (GA); On-site; USD 65,000 - 87,000; Full time

Benefits offered by this job

401(k) Retirement Plan

Medical Insurance

Tuition Assistance

Paid Time Off

Job summary

Reed Smith LLP is seeking a Deskside Support Specialist to provide general and second-level application and hardware support to end users. You will handle deskside and phone support, and offer informal training.

The role requires strong Windows and Office skills, experience with legal software such as iManage Worksite or Elite 3E, and a willingness to work in a professional services environment. Some after-hours and travel may be required.

Qualifications

• Bachelor's Degree or equivalent work experience preferred.
• Two years end-user support experience in a professional setting.
• Familiarity with troubleshooting hardware and IT support systems.
• Experience with mobile devices (iOS, Android).

Responsibilities

• Provide deskside support for applications and hardware listed.
• Install pre-approved software and hardware per guidelines.
• Provide second-level support and escalate when needed.
• Maintain call tracking, inventory, and documentation.

Skills

Windows OS

Microsoft Office

iManage Worksite

Elite 3E

Troubleshooting

Customer service

Deskside support

Mobile devices

Education

Bachelor's degree or equivalent

Job description

Position summary

The Deskside Support Specialist provides general and second-level application and hardware support to end users. This includes deskside and phone support, as well as informal and one-on-one training.

Job duties and responsibilities

• Provide deskside support for various applications, including Microsoft Office Suite, Windows, iManage Worksite, Elite 3E, Internet, Intranet, voicemail/Unified Messaging, email, and proprietary applications.
• Provide deskside support for various hardware, including desktops, laptops, monitors, printers, telephones, smartphones, dictation devices, and other peripherals. This includes preparing and installing laptops and desktops, and coordinating with vendors for maintenance and repairs.
• Install pre-approved software and hardware in accordance with departmental guidelines.
• Provide second-level support on issues escalated from the IT Help Desk.
• Escalate unresolved problems to the appropriate analyst, programmer, supervisor, or manager. Assist with information gathering, documentation, and communication to support resolution.
• Maintain required recordkeeping, including logging issues into the call tracking database, reporting time accurately, updating the activity log, maintaining the equipment database and inventory, and completing any additional documentation as directed.
• Report unusual, alarming, or recurring problems to the appropriate analyst, programmer, supervisor, or manager when necessary.
• Maintain a working knowledge of all firm-deployed applications.
• Maintain the distribution pool of loaner laptops and other equipment. Assist in laptop and desktop refreshes that take place a few times a year while following specific policies related to the project.
• Assist with system-related maintenance as requested. This may require after-hours visits to the office to resolve issues or support testing of new or upgraded applications.
• Set up videoconferences and presentations for the local office as needed.
• Contribute to special projects as requested by the Regional Manager, Regional Senior Manager of Assistant Director of Global IT Operations.
• Remain current with marketplace trends and firm applications to support timely and effective user service.
• Follow all firm and IT policies and procedures in the performance of daily responsibilities.
• May volunteer or be selected to serve on special committees, work groups, project teams, or escalation teams related to various firmwide IT initiatives. Initiatives may be specific one-time events (e.g., research, testing, rollouts, upgrades, installations) or ongoing activities.
• Provide after-hours on-call support on a rotating basis.
• May be asked to travel to other offices for special projects, office openings or acquisitions, or to provide coverage when another location is short staffed.
• Perform other duties as assigned.

Job duties and responsibilities included are not exhaustive and may be supplemented as necessary. Reed Smith reserves the right to revise or modify job duties and responsibilities at any time.

Requirements

Education: Bachelor's Degree or equivalent work experience preferred. Additional training/certification in relevant area of study strongly preferred.

Experience:

• Two years experience providing end-user support for Microsoft Office applications and standard desktop computing environments.
• Experience providing deskside or in-person support to users in a professional setting.
• Familiarity with troubleshooting hardware, managing tickets in an IT support system, and escalating issues as needed.
• Hands-on support of mobile devices (iOS, Android) and related technologies.
• Experience in a law firm or other professional services environment preferred.

Skills:

• Strong working knowledge of Microsoft Windows operating systems and Microsoft Office Suite.
• Familiarity with desktop hardware, peripheral equipment, and basic enterprise applications.
• Strong troubleshooting and problem-solving skills.
• Effective verbal and written communication skills, with the ability to interact professionally with users, team members, and vendors.
• Customer service mindset with the ability to provide responsive technical support to internal users.
• Ability to manage multiple tasks while responding to a variety of user needs, prioritize effectively, and meet established timelines.
• Capable of working independently and collaboratively within a team environment.
• Willingness to learn and apply new technologies and processes.
• Flexible and adaptable, with the ability to thrive in a fast-paced environment and adjust to evolving priorities and business needs.
• Ability to assess issues and determine appropriate next steps within defined troubleshooting and escalation procedures.
• Ability to maintain focus, apply attention to detail, and achieve accuracy to ensure precision and quality in all tasks and responsibilities.
• Proficient in spoken and written English to effectively communicate with users and document technical issues.
• Ability to maintain professionalism and composure when responding to user inquiries and resolving issues in a fast-paced environment.

Additional information

Supervisory responsibilities: None

Equipment used: Personal computer and other office equipment such as telephone, calculator, copier, scanner, etc.

Essential job functions

• Ability to sit or stand for extended periods and perform tasks requiring prolonged and/or extensive computer use.
• Use computers, telecommunications, and digital collaboration tools to perform core job responsibilities.
• Ability to communicate effectively.
• Able to fulfill physical demands consistent with job duties, including bending, lifting, and moving equipment or materials weighing up to 40 pounds occasionally.
• Ability to provide off-hours support and coverage, including evenings, weekends, and holidays, to support critical incidents or project deadlines.

Working conditions

Works in a typical office setting. Occasionally called upon to work hours in excess of your normal daily schedule. The details of your weekly schedule will be discussed further with your direct supervisor.

Pay ranges

This is a non-exempt position. The hourly wage range for this role is $31.25 to $41.83, with an estimated annual compensation range of $65,000 to $87,000, based on a 40-hour workweek. This represents the presently anticipated pay range for this position. Actual pay may vary based on various factors, including but not limited to location and experience.

Employee benefits overview

Our comprehensive benefits package includes:

• 401(k) Retirement Plan
• Medical Insurance
• Health Savings Account (HSA)
• Virtual Health Services
• Dental Insurance
• Vision Insurance
• Accident Insurance
• Hospital Indemnity Insurance
• Critical Illness Insurance
• Life Insurance
• Short-Term Disability Coverage
• Long-Term Disability Coverage
• Flexible Spending Accounts (FSA)
• Lyra Health Employee Assistance Program (EAP)
• Paid Family Leave (for eligible Exempt and Non-Exempt staff)
• Transportation Benefit
• Back-up Child Care Services
• College Coach Program
• Pet Insurance
• Paid Sick Time (for Exempt staff)
• Paid Time Off (available to all full-time, non-temporary employees)

Reed Smith offers a challenging work environment, business casual dress code and a total compensation package that includes a competitive salary, flexible benefits program, tuition assistance, and generous 401(k) plan.

Reed Smith is an Equal Opportunity Employer with Core Values of Integrity, Excellence, Teamwork & Respect, Innovation, and Impact. Reed Smith also provides reasonable accommodations in accordance with law, including in the application and interview process.