Deskside Support Specialist Onsite

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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 that drive 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.

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.

• 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 video conferences 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.

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

• 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…