Deskside Support Specialist - onsite

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Deskside Support Specialist - (Onsite)
the candidate will provide deskside support on various applications, including MS Office Suite, Windows, Digital File, Internet, Intranet, voicemail/Unified Messaging, email, and proprietary applications. Provide deskside support on various hardware, including printers, telephones, SmartPhone devices, dictation devices, mobile PCs, desktops, monitors, and other peripherals. This includes the preparation and installation of mobile PCs and desktops and working with vendors to maintain/fix equipment. Installation 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. Note: In Pittsburgh, assist the on-site video conference team with scheduling video conferences. Provide on-call pager 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. Initiatives may be specific one-time events (e.g., research, testing, rollouts, upgrades, installations) or ongoing activities.

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