IT Help Desk Specialist

US Job Description

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Firm Information

Reed Smith is a dynamic international law firm dedicated to helping clients move their businesses forward. With an inclusive culture and innovative mindset, we deliver smarter, more creative legal services that drive better outcomes for our clients. Our deep industry knowledge, long-standing relationships and collaborative structure make us the go-to partner for complex disputes, transactions and regulatory matters.

Our team of 3,000 people (including more than 1,600 lawyers) across more than 30 offices in the United States, Europe, the Middle East and Asia, operate as one global partnership to drive progress for our clients, for ourselves and for our communities.

Position Summary

Responsible for handling end-user computer hardware and software support questions for the global offices of the firm in a 24 X 7 environment. Serves as the first point of contact for users with complex issues in various Microsoft Office 2016 products, as well as other technical hardware and software issues. Excellent customer service skills and ability to communicate with non-technical users required. Logs tickets into HEAT database to facilitate statistical report generation. Provides coverage of weekend hours on a rotating basis. Provides coverage on holidays on a volunteer basis. This position is not limited to these responsibilities and may be revised as needed from time to time. Salary plus an outstanding benefits package offered.

Job Duties and Responsibilities

Function as the primary contact for all Information Technology issues throughout the firm.
Provide document formatting support on complex documents while preserving formats and styles already incorporated into such documents.
Provide formatting and formula support on spreadsheets created in Excel.
Provide support of rules, signatures, multiple calendars and other options in Outlook.
Provide support on Windows 10, Chrome, Internet Explorer, Skype for Business, FileSite, Intapp Time, My Time, Payne Templates, Citrix, smartphones, internet, intranet, printers and computer hardware of varying configurations including desktops, laptops, Surfaces and 2-in-1s.
Maintain required recordkeeping, including logging calls into the HEAT database, reporting time, and others as directed.
Escalate unresolved issues to the appropriate IT Teams.
Report unusual, alarming or recurring problems to the Network Operations Center and/or Supervisor or Manager as appropriate.
Maintain working knowledge of all Firm deployed applications.
Report common issues to IT Help Desk Supervisor to facilitate long-term solutions.
Provide feedback for ongoing and maintenance of IT Help Desk database for purpose of call tracking, knowledge database creation, and statistical report generation.
Provide extended user support during computer conversions, office moves or as a result of hardware or software failures (occasionally on short notice).
Provide assistance in testing new or upgraded applications.
Special projects may be assigned.
Reset user passwords and grace logins, and grant document access with appropriate approval.
With prior supervisor approval 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 on going activities.

Job 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.

Requirements

Education: Two year College Degree or equivalent work experience in related computer field.

Experience: At least two years of experience as a Help Desk Specialist in a large professional services environment preferred. Two years experience with Microsoft Word including styles. Experience using and supporting Microsoft Outlook required. Experience with Microsoft Excel preferred.

Skills:

Excellent technical troubleshooting skills required.
Proficient in the use of Microsoft Office 2016, primarily Outlook, Word (including using, creating and modifying styles) and Excel.
Excellent customer service skills required.

Other

Supervisory Responsibilities: None

Equipment To Be Used: Personal computer and other office equipment such as telephone, calculator, fax, machine, copier, scanner, etc.

Essential Job Functions:

Ability to communicate effectively, orally and in writing, with various personalities at all levels.
Must possess excellent interpersonal and communication skills.
Ability to have a customer-focused mindset and deliver high-quality service or solutions to internal or external stakeholders.
Must have flexibility and adaptability to navigate changes, unexpected challenges, and evolving priorities.
Ability to work under pressure with composure and resilience in a fast-paced and dynamic work environment.
Ability to analyze many variables and choose the most effective course of action.
Must possess critical thinking skills, including logical reasoning, analysis, and evaluation, to make informed decisions and judgments.
Ability to sit and/or stand for prolonged periods, intense eye usage, and finger, hand and wrist dexterity associated with prolonged computer use.
Ability to utilize technology, including computers and telecommunication devices.
Ability to read and interpret written documents, computer screens and other visual displays accurately.
Ability to hear and understand verbal communication, including conversations and instructions, is important for effective collaboration and communication.
Providing off-hours support and coverage as needed, including evenings, weekends, and holidays. This may involve responding to critical incidents, performing system maintenance, or assisting with project deadlines.
Must work in office as required.

Working Conditions: You will be required to work in the office a minimum of 2 days per week. 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. Occasionally called upon to work hours in excess of your normal daily schedule.

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 generous 401 (k) plan.

Reed Smith is an Equal Opportunity Employer. Reed Smith's success depends heavily on the effective utilization of qualified people, regardless of their race, ancestry, religion, color, sex, age, national origin, sexual orientation, gender identity and/or expression, disability, veteran's status, or any characteristic protected by law. As a firm, we adhere to and promote equal employment opportunity for all.

Reed Smith provides reasonable accommodations for persons with disabilities, including in the application and interview process.

Qualified candidates only. No search firms.
Remote working/work at home options are available for this role.

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