Help Desk Specialist

FIRM INTRODUCTION



Reed Smith is one of the 15 largest law firms in the world, with more than 1,600 lawyers in 23 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 attorneys provide litigation services in multi-jurisdictional matters and other high stake disputes, 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 and media, shipping, international 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 US offices of the firm and for after hours support of European offices. Will serve as the first point of contact for users with technological issues. Logs tickets into Help Desk database to facilitate statistical report generation. Handles after hours end-user computer hardware and software support questions during evenings, weekends, and holidays (on a rotating basis – approx. one week every two months). This position is not limited to these responsibilities and may be revised as needed from time to time.



ESSENTIAL FUNCTIONS:

Please note the shift for this position will be 11:00 a.m. to 8:00 p.m.  All shifts have rotating weekend schedules.

Function as the primary contact for all Systems & Technology issues throughout the firm.Provide help desk support on various applications and hardware including MS Office Suite, Windows, DOCS Open, Elite, Payne Templates, Citrix (remote access), Internet, intranet, telephone, voicemail/Unified Messaging, Blackberry, email, printers, desktop computers, notebook computers and proprietary applications.Maintain required recordkeeping, including logging calls into the HEAT database, reporting time, and others as directed.Escalate problems to the appropriate Specialist, Analyst, Programmer, Supervisor or Manager when necessary. Report unusual, alarming or recurring problems to the appropriate Specialist, Analyst, Programmer, Supervisor or Manager when necessary. Maintain working knowledge of all Firm deployed applications.Rotate pager responsibility for coverage during non-peak business hours (evenings, weekends, holidays).Report common Help Desk issues to Help Desk Supervisor to facilitate long-term solutions.Provide feedback for ongoing and maintenance of 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 as requested by the Manager of Help Desk and IT Education or the Director of Operations.Reset user passwords and grace logins, and grant document access with appropriate approval.May volunteer or be selected to serve on special committees, work groups, project teams, or escalation teams related to various firmwide S&T 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.



Skills:



Windows Operating System, MS-Office, Outlook, DocsOpen, Word Styles, Payne Templates, Internet Explorer and Citrix. Excellent customer service skills required.



OTHER:



Equipment to be Used:



Personal computer and other office equipment such as telephone, typewriter, calculator, fax machine, duplicating machine and so on.



Typical Physical Demands:



Manual dexterity and range of hearing/vision sufficient to operate standard office machines.



Typical Mental Demands:



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



Working Conditions:



Works in a typical office setting. Occasionally called upon to work overtime. Must carry pager during assigned on-call timeslot.



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. EOE



Please submit resume and salary requirement to:



Katie Karabasz
Reed Smith LLP
435 Sixth Avenue
Pittsburgh, PA 15219
jobs@reedsmith.com
Fax:  412-288-3063
~ no phone calls please ~