Deskside Support Specialist - (Onsite) - 8:30 am - 5:30 pm

Company: Reed Smith LLP
Location: Atlanta
Posted on: April 17, 2025

Job Description:

US Job Description

Check you match the skill requirements for this role, as well as associated experience, then apply with your CV below.


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

Provide general and second level application and hardware support to end users. This includes deskside, and walkaround support, as well as informal and one-on-one training.

Job Duties and Responsibilities

Provide deskside support on various applications, including MS Office Suite, Windows, iManage Worksite, Elite 3E, Internet, Intranet, voicemail/Unified Messaging, email, and proprietary applications.
Provide deskside support on various hardware, including desktops, laptops, monitors, printers, telephones, SmartPhone devices, dictation devices, and other peripherals. This includes preparation and installation of laptops 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. Assists in Laptop and Desktop refreshes that take place a few times a year while following specific policies related to the project.
Assist in system related maintenance as requested, this may require after hours visits to the office to identify and resolve an issue and provide assistance in testing new or upgraded applications.
Set up videoconferences and presentations for the local office.
Provide on-call after hours 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.
Follow firm and IT policies that are in place, perform day to day job encompassing these policies.



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: Bachelor's Degree or equivalent work experience. Additional training/certification in relevant area of study strongly preferred.

Experience: Two years experience providing support to MS Office users required. Experience in a law firm or other service environment a plus.

Skills: Strong PC, Windows, and applications knowledge. Excellent communication and interpersonal skills, and ability to work effectively with all organizational levels. Able to work on multiple projects/priorities in a deadline-driven environment. Must be able to remain calm in pressure situations and adapt quickly to change. Demonstrated ability to maintain a customer-service focus and attitude at all times. Able and willing to travel occasionally via car, train, and airplane. Excellent telephone etiquette and command of the English language. Capable of working individually and as part of a team, and ability to take the lead on projects and problems when requested or as appropriate.

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 have a customer-focused mindset and deliver high-quality service and solutions to internal customers.
Ability to communicate effectively, orally and in writing, across all level of positions within the firm as well as external clients and vendors.
Must have flexibility and adaptability to navigate changes, unexpected challenges, and evolving priorities.
Ability to work under pressure and handle stressful situations with composure and resilience in a fast-paced and dynamic work environment.
Keen problem-solving and troubleshooting abilities and solutions-oriented thinking.
Ability to collaborate effectively within a team environment and provide assistance as required.
Must possess critical thinking skills, including logical reasoning, analysis and evaluation, to make informed decisions and judgments.
Ability to think creatively and propose innovative ideas or approaches to solve problems or improve processes.
Ability to handle multiple tasks and diverse work problems on a daily basis and complete assignments within set timelines.
Exceptional organizational and time management skills.
Attention to detail and accuracy are critical skills necessary for ensuring precision and quality in all tasks and responsibilities.
Ability to hear and understand verbal communication, including conversations and instructions.
Ability to fulfill physical demands consistent with job duties, including bending, lifting and moving objects weighing up to 40 pounds.
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.
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: 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 Ranges:

This 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.

Atlanta, GA: $26.44 - $36.06 per hour

Benefits Package Overview:

401k Plan
Medical
Health Savings Account
Virtual Health
Dental
Vision
Accident Insurance
Hospital Indemnity
Critical Illness Insurance
Life Insurance
Short-Term Disability
Long-Term Disability
Flexible Spending Accounts
Lyra Health Employee Assistance Program (EAP)
Paid Family Leave (for eligible Exempt and Non-Exempt Staff)
College Savings Plan
Transportation Benefit
Back-up Child Care
College Coach
Pet Insurance
Paid Time Off

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.

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