Deskside Support Specialist - onsite

Profile

Deskside Support Specialist - (Onsite)

The candidate will provide general and second level application and hardware support to end users. Provide deskside support on various applications, including MS Office Suite, Windows, iManage Worksite, Elite 3E, Internet, Intranet, voicemail/Unified Messaging, email, and proprietary applications. Provide deskside support on various hardware, including desktops, laptops, monitors, printers, telephones, SmartPhone devices, dictation devices, and other peripherals. Prepare and installation of laptops and desktops and working with vendors to maintain/fix equipment. Install of pre-approved software and hardware. Provide second level support on issues escalated from the IT Help Desk. Escalate problems to the appropriate Analyst, Programmer, Supervisor, or Manager when necessary. Assist with information gathering, communication, or as requested in the resolution of escalated problems. Maintain required recordkeeping, including logging issues into the call tracking database, reporting accurate time, keeping an updated activity log, maintaining equipment database and inventory and anything else as directed. Report unusual, alarming, or recurring problems to the appropriate Analyst, Programmer, Supervisor, or Manager when necessary. Maintain working knowledge of all Firm deployed applications. Maintain distribution pool of loaner laptops and other equipment. Assist in system related maintenance as requested, and provide assistance in testing new or upgraded applications. Set up videoconferences and presentations for the local office. Provide on-call after hours support on a rotating basis. Occasionally travel to other offices as needed for special projects, coordinating IT services for newly acquired or opened offices, or providing coverage when another office is short staffed. Special projects as requested by the Manager of Operations or the Director of Operations (IT). Remain current on marketplace trends and Reed Smith application developments in order to provide on-time service to users. May volunteer or be selected to serve on special committees, work groups, project teams, or escalation teams related to various firmwide IT initiatives. Initiative may be specific one-time events (e.g., research, testing, rollouts, upgrades, installations) or ongoing activities. Require supporting users in San Francisco and the Palo Alto office, and when required, travel to the Palo Alto office will be necessary. Bachelor’s Degree or equivalent work experience is required. Additional training/certification in relevant area of study strongly preferred. Should have 2+ years of experience providing support to MS Office users. Experience in a law firm or other service environment is a plus.

Additional Information

Job ID: 506045

Company info

Reed Smith LLP
101 Second Street
San Francisco
California
United States 94105
Website : https://www.reedsmith.com/en/