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.
