Deskside Support Specialist

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 responsibilitiesProvide deskside support for various applications, including Microsoft Office Suite, Windows, iManage Worksite, Elite 3E, Internet, Intranet, voicemail/Unified Messaging, email, and proprietary applicationsProvide 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 repairsInstall pre-approved software and hardware in accordance with departmental guidelinesProvide second-level support on issues escalated from the IT Help DeskEscalate unresolved problems to the appropriate analyst, programmer, supervisor, or manager. Assist with information gathering, documentation, and communication to support resolutionMaintain 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 directedReport unusual, alarming, or recurring problems to the appropriate analyst, programmer, supervisor, or manager when necessaryMaintain a working knowledge of all firm-deployed applicationsMaintain 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 projectAssist 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 applicationsSet up videoconferences and presentations for the local office as neededContribute to special projects as requested by the Regional Manager, Regional Senior Manager, or Assistant Director of Global IT OperationsRemain current with marketplace trends and firm applications to support timely and effective user serviceFollow all firm and IT policies and procedures in the performance of daily responsibilitiesMay 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 activitiesProvide after-hours on-call support on a rotating basisMay be asked to travel to other offices for special projects, office openings or acquisitions, or to provide coverage when another location is short staffedPerform other duties as assignedJob 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.RequirementsEducation:Bachelor's Degree or equivalent work experienceAdditional training/certification in a relevant area of study strongly preferredExperience:Two years experience providing end-user support for Microsoft Office applications and standard desktop computing environmentsExperience providing deskside or in-person support to users in a professional settingFamiliarity with troubleshooting hardware, managing tickets in an IT support system, and escalating issues as neededHands-on support of mobile devices (iOS, Android) and related technologiesExperience in a law firm or other professional services environment preferredSkills:Strong working knowledge of Microsoft Windows operating systems and Microsoft Office SuiteFamiliarity with desktop hardware, peripheral equipment, and basic enterprise applicationsStrong troubleshooting and problem-solving skillsEff ctive verbal and written communication skills, with the ability to interact professionally with users, team members, and vendorsCustomer service mindset with the ability to provide responsive technical support to internal usersAbility to manage multiple tasks while responding to a variety of user needs, prioritize effectively, and meet established timelinesCapable of working independently and collaboratively within a team environmentWillingness to learn and apply new technologies and processesFlexible and adaptable, with the ability to thrive in a fast-paced environment and adjust to evolving priorities and business needsAbility to assess issues and determine appropriate next steps within defined troubleshooting and escalation proceduresAbility to maintain focus, apply attention to detail, and achieve accuracy to ensure precision and quality in all tasks and responsibilitiesProficient in spoken and written English to effectively communicate with users and document technical issuesAbility to maintain professionalism and composure when responding to user inquiries and resolving issues in a fast-paced environmentOtherSupervisory responsibilities: NoneEquipment to be used:Personal computer and other office equipment such as telephone, calculator, copier, scanner, etc.Essential job functions:Ability to sit or stand for extended periods and perform tasks requiring prolonged and/or extensive computer useUse computers, telecommunications, and digital collaboration tools to perform core job responsibilitiesAbility to communicate effectivelyAble to fulfill physical demands consistent with job duties, including bending, lifting, and moving equipment or materials weighing up to 40 pounds occasionallyAbility to provide off-hours support and coverage, including evenings, weekends, and holidays, to support critical incidents or project deadlinesWorking conditions:Works in a typical office setting. Occasionally called upon to work hours in excess of your normal daily schedule. The details of your weekly schedule will be discussed further with your direct supervisor.Pay rangesThis represents the presently anticipated low and high end of Reed Smith's pay range for this position. Actual pay may vary based on various factors, including but not limited to location and experience.This is a non-exempt position. The hourly wage range for this role is $30.77 to $35.58, with an estimated annual compensation range of $64,000 to $74,000, based on expected hours.Employee benefits overviewOur comprehensive benefits package includes:401(k) Retirement PlanMedical InsuranceHealth Savings Account (HSA)Virtual Health ServicesDental InsuranceVision InsuranceAccident InsuranceHospital Indemnity InsuranceCritical Illness InsuranceLife InsuranceShort-Term Disability CoverageLong-Term Disability CoverageFlexible Spending Accounts (FSA)Lyra Health Employee Assistance Program (EAP)Paid Family Leave (for eligible Exempt and Non-Exempt staff)Transportation BenefitBack-up Child Care ServicesCollege Coach ProgramPet InsurancePaid Sick Time (for Exempt staff)Paid Time Off (available to all full-time, non-temporary employees)Reed Smith offers a challenging work environment, business casual dress code, and a total compensation package that includes a competitive salary, flexible benefits program, tuition assistance, and a generous 401(k) plan.Equal opportunity statementReed Smith is an Equal Opportunity Employer with Core Values of Integrity, Excellence, Teamwork & Respect, Innovation, and Impact. Reed Smith also provides reasonable accommodations in accordance with law, including in the application and interview process.Qualified candidates only. No search firms.Please Apply at:u00a0[

Created: 2026-05-01