IT Help Desk Specialist
Responsible for handling end-user computer hardware and software support questions for the global offices of the firm in a 24 X 7 environment. Will serve as the first point of contact for users with technological issues. Logs tickets into IT Help Desk database to facilitate statistical report generation. Provides coverage of weekend hours on a rotating basis. This position is not limited to these responsibilities and may be revised as needed from time to time. Essential Functions
Responsible for handling end-user computer hardware and software support questions for the global offices of the firm in a 24 X 7 environment. Will serve as the first point of contact for users with technological issues. Logs tickets into IT Help Desk database to facilitate statistical report generation. Provides coverage of weekend hours on a rotating basis. This position is not limited to these responsibilities and may be revised as needed from time to time. Essential Functions
- Function as the primary contact for all Information Technology issues throughout the firm.
- Provide IT Help Desk support on various applications and hardware including MS Office 2010 Suite, Windows, FileSite, 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.
- Report common IT Help Desk 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 as requested by the Senior Manager of IT 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 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.
Skills:
Windows 2007 Operating System, MS-Office 2010, Outlook 2010, FileSite, Word Styles, Payne Templates, Internet Explorer 9 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. Reed Smith is an Equal Opportunity Employer.
Please submit resume and salary requirement to:
Rachel Steckel
Reed Smith LLP
20 Stanwix Street, Ste. 1200
Pittsburgh, PA 15222
Fax: 412-288-3063
jobs@reedsmith.com
~ no phone calls please ~
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.
Skills:
Windows 2007 Operating System, MS-Office 2010, Outlook 2010, FileSite, Word Styles, Payne Templates, Internet Explorer 9 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. Reed Smith is an Equal Opportunity Employer.
Please submit resume and salary requirement to:
Rachel Steckel
Reed Smith LLP
20 Stanwix Street, Ste. 1200
Pittsburgh, PA 15222
Fax: 412-288-3063
jobs@reedsmith.com
~ no phone calls please ~
