US Job Description
Firm Information
Reed Smith is a dynamic international law firm dedicated to helping clients move their businesses forward. With an inclusive culture and innovative mindset, we deliver smarter, more creative legal services thatdrive better outcomes for our clients. Our deep industry knowledge, long-standing relationships and collaborative structure make us the go-to partner for complex disputes, transactions and regulatory matters.
Our team of 3,000 people (including more than 1,600 lawyers) across more than 30 offices in the United States, Europe, the Middle East and Asia, operate as one global partnership to drive progress for our clients, for ourselves and for our communities.
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.
- Provide after-hours on-call support on a rotating basis.
- 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.
- 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.
- Follow all firm and IT policies and procedures in the performance of daily responsibilities.
- 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 all 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:
- 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 communication and interpersonal skills; able to interact professionally with users and team members.
- Ability to prioritize tasks, manage time effectively, and work both independently and as part of a team.
- Customer service orientation and responsiveness.
- Willingness to learn and apply new technologies and processes.
- Proficient in spoken and written English to effectively communicate with users and document technical issues.
Other
Supervisory Responsibilities: None
Equipment To Be Used: Personal computer and other office equipment such as telephone, calculator, fax, machine, copier, scanner, etc.
Essential Job Functions:
- Ability to sit and/or stand for prolonged periods, as the role involves extensive computer use and in-person user support.
- Intense eye usage and finger, hand, and wrist dexterity associated with prolonged computer use, including typing and using a mouse.
- Proficiently use computers, telecommunication devices, and other digital collaboration tools.
- Accurately read and interpret written documents, computer screens, and other visual displays to perform technical and administrative tasks.
- Ability to hear and understand verbal communication, including conversations, instructions, phone and video calls, to support effective collaboration.
- Communicate clearly and professionally, both orally and in writing, with users, team members, and vendors to troubleshoot issues and coordinate support.
- Demonstrate flexibility and adaptability in a fast-paced support environment, including responding to changing priorities and occasional unexpected challenges.
- Demonstrate professionalism and composure in a fast-paced environment.
- Exercise sound judgment in resolving user or system issues and managing shifting priorities.
- Ability to maintain focus, apply attention to detail, and achieve accuracy to ensure precision and quality in all tasks and responsibilities.
- Ability to manage multiple tasks and respond to a variety of user needs and technical issues while meeting established timelines.
- Ability to work independently and collaboratively within a team.
- Provide off-hours support and coverage as needed, including evenings, weekends, and holidays. This may include responding to incidents or assisting with project deadlines.
- Able to fulfill physical demands consistent with job duties, including bending, lifting, and moving equipment or materials weighing up to 40 pounds occasionally.
- Must work in office as required.
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 represents the presently-anticipated low and high end of Reed Smith's 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)
- College Savings Plan
- 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.