Deskside Support Specialist

Reed Smith LLP; Philadelphia (Philadelphia County); On-site; USD 69,000 - 80,000; Full time

Job summary

Reed Smith LLP in Philadelphia is seeking a Deskside Support Specialist to provide second-level and deskside IT support for end users, Microsoft Office, Windows, and firm applications.

You will install and configure hardware, assist with new devices, and help users resolve technical issues promptly. Strong communication and time management are essential in this fast-paced environment.

This role may require after-hours on-call support and occasional travel to other offices as needed.

Qualifications

• Minimum of 2 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.

Responsibilities

• Provide deskside support for various applications and hardware, including Office, Windows, iManage Worksite, Elite 3E, and email.
• Install pre-approved software and hardware per guidelines.
• Provide second-level support on issues escalated from the IT Help Desk.
• Maintain records in call tracking database and asset inventory.

Skills

Windows expertise

Office Suite

Troubleshooting

Communication

Customer service

Multitasking

Time management

Teamwork

Learning mindset

Adaptability

Independent work

Education

Bachelor's Degree or equivalent work experience

Tools

Microsoft Office Suite

iManage Worksite

Elite 3E

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. Additional training/certification in relevant area of study strongly preferred.

Experience:

• Minimum of 2 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 and a responsive approach to providing 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.
• Strong attention to detail, focus, and accuracy to ensure quality in assigned tasks and responsibilities.
• Proficiency in spoken and written English sufficient to communicate effectively with users and document technical issues.
• 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.
• Ability to use computers, telecommunications, and digital collaboration tools to perform core job responsibilities.
• Ability to engage in effective and professional communication.
• Ability to analyze information, maintain attention to detail, manage multiple priorities, and exercise sound judgment.
• Ability to access, use, and safeguard confidential and sensitive information while performing job responsibilities in work environments that support confidentiality, privacy, and information security requirements.
• Ability 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, perform system maintenance or with project deadlines.
• Ability to work in-office as required to meet business or project needs.

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 $33.17 to $38.22, with an estimated annual compensation range of $69,000 to $79,500, 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.

Qualified candidates only. No search firms.