IT Help Desk Specialist (1PM - 10PM ET) - (Flexible Schedule) at Reed Smith LLP

Firm Information

Reed Smith is a global relationship law firm with more than 1,800 lawyers in 25 offices throughout the United States, Europe, Asia and the Middle East.

Founded in 1877, the firm represents leading international businesses, from Fortune 100 corporations to mid-market and emerging enterprises. Its lawyers provide litigation and other dispute resolution services in multi-jurisdictional and high-stake matters, deliver regulatory counsel, and execute the full range of strategic domestic and cross-border transactions. Reed Smith is a preeminent advisor to industries including financial services, life sciences, health care, advertising, technology and media, shipping, energy trade and commodities, real estate, manufacturing and education. For more information, visit reedsmith.com

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.

Essential Functions

• 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.

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

Shift:  TBD

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

Typical Physical Demands: Manual dexterity sufficient to operate standard office equipment.

Typical Mental Demands: Able to deal with stress associated with fast-paced work environment.  Multiple priorities/tasks.  Make judgement decisions and adapt to changing work situations.  Grasp and apply new ideas.  Communicate with various personalities at all levels.

Working Conditions: You will be required to work in the office a minimum of 2 days per week. The details of your weekly schedule will be discussed further with your direct supervisor.

Benefits Package Summary:

• 401k Plan
• Medical
• Health Savings Account
• Virtual Health
• Dental
• Vision
• Accident
• Hospital indemnity
• Critical illness
• Life insurance
• Short term disability
• Long term disability
• Flexible Spending Accounts
• Lyra Health EAP
• Paid Family Leave
• 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.

Qualified candidates only,  No search firms.  Reed Smith is an Equal Opportunity Employer