Deskside Support Specialist

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
• Prepare and install laptops and desktops; coordinate 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 appropriate technical resources and assist with documentation and communication
• Maintain required recordkeeping, including call tracking, time reporting, activity logs, equipment database, and inventory
• Report unusual, alarming, or recurring issues as needed
• Maintain working knowledge of firm-deployed applications
• Manage loaner equipment pool and assist with refresh cycles
• Assist with system maintenance, including after-hours support when required
• Set up videoconferences and presentations for the local office
• Provide after-hours on-call support on a rotating basis
• Contribute to special projects and firmwide IT initiatives
• Follow all firm and IT policies and procedures
• Travel to other offices as needed for projects or coverage
• Perform other duties as assigned

Job duties and responsibilities are not exhaustive and may be supplemented as necessary.

Required skills and experience

Education

• Bachelor's degree or equivalent work experience
• Additional training or certification in a relevant area preferred

Experience

• Two years of experience supporting Microsoft Office and standard desktop environments
• Experience providing deskside or in-person technical support
• Experience troubleshooting hardware and managing tickets in an IT support system
• Experience supporting mobile devices (iOS, Android)
• Experience in a law firm or professional services environment preferred

Skills

• Strong knowledge of Microsoft Windows and Microsoft Office Suite
• Familiarity with desktop hardware, peripherals, and enterprise applications
• Strong troubleshooting and problem-solving skills
• Effective communication skills with ability to interact professionally with users and vendors
• Customer service mindset with responsive support approach
• Ability to manage multiple priorities and meet deadlines
• Ability to work independently and collaboratively
• Willingness to learn new technologies and processes
• Flexibility in a fast-paced environment
• Ability to assess issues and determine next steps
• Strong attention to detail and accuracy
• Proficiency in spoken and written English
• Ability to maintain professionalism under pressure

Supervisory responsibilities
None

Equipment to be used
Personal computer and standard office equipment (telephone, copier, scanner, etc.)

Essential job functions

• Ability to sit or stand for extended periods and perform computer-based work
• Use of computers, telecommunications, and collaboration tools
• Ability to communicate effectively
• Ability to lift and move equipment up to 40 pounds occasionally
• Ability to provide off-hours support, including evenings, weekends, and holidays

Working conditions
Works in a typical office setting. May be required to work beyond standard hours as needed. Schedule details will be discussed with the supervisor.

Pay ranges
This represents the presently anticipated pay range for this position. Actual pay may vary based on factors including location and experience.

This is a non-exempt position. The hourly wage range for this role is $33.25 to $42.31, with an estimated annual compensation range of $69,160 to $88,000 based on expected hours.

Los Angeles: $69,160 – $88,000

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 employees)
• Transportation benefit
• Back-up child care services
• College Coach program
• Pet insurance
• Paid time off

Reed Smith offers a competitive compensation package, flexible benefits, tuition assistance, and a generous 401(k) plan.

Equal opportunity statement
Reed Smith is an Equal Opportunity Employer with core values of Integrity, Excellence, Teamwork & Respect, Innovation, and Impact. The firm provides reasonable accommodations in accordance with applicable law.