Desktop Support Specialist

Harter, Secrest Emery LLP; City of Rochester (NY); On-site; USD 37,000 - 43,000; Full time

Benefits offered by this job

Health insurance

401(k) matching

Paid Time Off

Dental & Vision

HSA & FSA

Onsite fitness

Job summary

Harter Secrest & Emery LLP in Rochester, NY is seeking a Desktop Support Specialist to join our IT team. The role troubleshoots hardware and software issues, supports phone systems, assists with end-user training, and helps configure desktops and laptops.

The candidate will respond to help desk requests, document issues for knowledge bases, assist with onboarding, and work with senior IT staff on upgrades and remote access maintenance.

Qualifications

• AS or AAS degree in Computer Science or related field and two (2) years of experience in a technology position with assignments such as hardware setup, telecommunication systems, etc.
• Experience in a legal or professional service organization is desirable.
• Strong client service and interpersonal skills required to effectively support and work with partners, attorneys, paralegals, staff and vendors; ability to work collaboratively as part of the IT team.
• Thorough knowledge of software applications to include Windows 11, Microsoft Word, Excel, Outlook and Google Chrome.
• Good working knowledge of telecommunications systems; ability to integrate smart phone devices into the firm’s Exchange email system.
• Strong organizational and documentation skills; ability to respond to multiple priorities and meet varying deadlines; ability to solve problems and coordinate projects involving input from multiple stakeholders.

Responsibilities

• Responds to inquires during assigned help desk shift with a focus on delivering excellent client service
• Follows up with users to provide feedback and resolve issues in a timely manner
• Thoroughly and accurately documents all help desk calls or on-site repairs for self-help and knowledgebase articles
• Assists with onboarding of new employees related to technology
• Creates and presents training material, help sheets, frequently asked questions lists and procedures to end users where applicable
• Performs desktop and laptop setup and configuration, hardware and software installation and upgrades
• Provide setup assistance with conference room technology as requested by firm partners and staff
• Provides support for firm-wide telecommunications, including office phone systems, voicemail, and smart phones
• Assists senior level IT staff and other members of the IT team with system support as required (e.g., network and security upgrades, remote access maintenance, etc.); shares after hours on-call support with other IT team members
• Maintains current knowledge of upgrades to existing systems and new applications; offers suggestions for appropriate software and hardware upgrades to improve existing applications and equipment

Skills

Client service

Interpersonal skills

Documentation

Team collaboration

Problem solving

Education

AS or AAS in Computer Science or related field

Tools

Windows 11

Microsoft Word

Excel

Outlook

Google Chrome

Job description

Harter Secrest & Emery LLP is a full-service law firm founded in 1894, with offices in Rochester, Buffalo, Albany, Corning, and New York City. With over 125 lawyers, we offer the depth and breadth of legal talent and experience necessary to achieve exceptional results for our local, regional, and national clients.

Harter Secrest & Emery LLP is seeking a Desktop Support Specialist to join our IT team in Rochester, NY. This position is responsible for troubleshooting technical issues for both computers and telephone systems, responding to help desk calls regarding software and hardware problems, providing resolutions in a timely manner and assisting with development of end-user training materials. Additionally, this position assists in the configuration of all desktop and laptop computers, installation of new hardware or software, and upgrades.

Job Responsibilities

• Responds to inquires during assigned help desk shift with a focus on delivering excellent client service
• Follows up with users to provide feedback and resolve issues in a timely manner
• Thoroughly and accurately documents all help desk calls or on-site repairs for self-help and knowledgebase articles
• Assists with onboarding of new employees related to technology
• Creates and presents training material, help sheets, frequently asked questions lists and procedures to end users where applicable
• Performs desktop and laptop setup and configuration, hardware and software installation and upgrades
• Provide setup assistance with conference room technology as requested by firm partners and staff
• Provides support for firm-wide telecommunications, including office phone systems, voicemail, and smart phones
• Assists senior level IT staff and other members of the IT team with system support as required (e.g., network and security upgrades, remote access maintenance, etc.); shares after hours on-call support with other IT team members
• Maintains current knowledge of upgrades to existing systems and new applications; offers suggestions for appropriate software and hardware upgrades to improve existing applications and equipment

Education/Experience Requirements

• AS or AAS degree in Computer Science or related field and two (2) years of experience in a technology position with assignments such as hardware setup, telecommunication systems, etc. OR an equivalent combination of education, experience, and/or professional certifications sufficient to indicate the ability to perform the duties of the position. Experience in a legal or professional service organization is desirable.
• Strong client service and interpersonal skills required to effectively support and work with partners, attorneys, paralegals, staff and vendors; ability to work collaboratively as part of the IT team
• Thorough knowledge of software applications to include Windows 11, Microsoft Word, Excel, Outlook and Google Chrome
• Good working knowledge of telecommunications systems; ability to integrate smart phone devices into the firm’s Exchange email system
• Strong organizational and documentation skills; ability to respond to multiple priorities and meet varying deadlines; ability to solve problems and coordinate projects involving input from multiple stakeholders
• FLSA Classification: Non-Exempt
• Salary dependent on relevant experience. Expected pay range: $27 - $31 per hour
  • Opportunity for on-call and overtime pay depending on the needs of the firm and after hours support schedule
• Health insurance with generous employer contribution
• 401(k) matching and profit-sharing contribution upon completion of eligibility requirements
• Paid Time Off (vacation and paid sick leave)
• Dental and vision insurance
• HSA and FSA
• Free access to onsite fitness facility