Deskside Support Specialist

Requirements:

• We require a bachelors degree or an equivalent combination of education and relevant work experience.
• Additional training or certification in a related technical field is preferred.
• We look for at least two years of experience supporting Microsoft Office and standard desktop environments.
• We require prior experience providing deskside or in-person technical assistance.
• We look for experience troubleshooting hardware and managing tickets within an IT support platform.
• We require experience supporting mobile devices, including iOS and Android.
• Experience in a law firm or professional services setting is preferred.
• We need strong working knowledge of Microsoft Windows and the Microsoft Office Suite.
• Familiarity with desktop equipment, peripherals, and enterprise applications is essential.
• Strong troubleshooting, diagnostic, and problem-solving abilities are required.
• We value effective communication skills for professional interaction with users and vendors.
• A customer-focused service approach with timely responsiveness is important.
• We require the ability to juggle multiple priorities and work to deadlines.
• The ability to work both independently and as part of a collaborative team is needed.
• We expect a willingness to learn new technologies and adapt to changing processes.
• Flexibility in a fast-paced environment is important.
• Strong attention to detail and accuracy is required.
• Proficiency in spoken and written English is required.
• We expect professionalism and composure when working under pressure.
• The role requires the ability to sit or stand for extended periods and perform computer-based work.
• The ability to use computers, telecommunications tools, and collaboration platforms is necessary.
• The role requires occasional lifting and moving of equipment up to 40 pounds.
• We need the ability to provide off-hours support, including evenings, weekends, and holidays.

Responsibilities:

• We provide deskside support for a broad range of applications, including Microsoft Office, Windows, iManage Worksite, Elite 3E, internet and intranet tools, voicemail and unified messaging, email, and proprietary systems.
• We deliver support for hardware such as desktops, laptops, monitors, printers, phones, smartphones, dictation devices, and other peripherals.
• We prepare and deploy laptops and desktops, coordinating maintenance and repairs with vendors as needed.
• We install approved software and hardware in line with departmental standards and guidelines.
• We handle second-level support for issues escalated from the IT Help Desk.
• We escalate unresolved incidents to the right technical teams and help document progress and communicate updates.
• We keep accurate records, including call logs, time entries, activity reports, equipment records, and inventory data.
• We identify and report unusual, serious, or recurring issues when they arise.
• We maintain up-to-date knowledge of the firms deployed applications.
• We manage the loaner equipment inventory and support device refresh activities.
• We assist with system maintenance and may provide after-hours coverage when necessary.
• We set up videoconferences and presentation technology for the local office.
• We participate in rotating after-hours on-call support.
• We contribute to special projects and firmwide IT initiatives.
• We follow all firm and IT policies, standards, and procedures.
• We travel to other offices as needed for project work or temporary coverage.
• We carry out additional duties as assigned.

Technologies:

• Android
• Hardware
• Support
• Mobile
• Windows
• iOS

More

We are Reed Smith, an Equal Opportunity Employer guided by our core values of Integrity, Excellence, Teamwork & Respect, Innovation, and Impact. We offer a competitive compensation package with an hourly range of $33.25 to $39.66, flexible benefits, tuition assistance, and a generous 401(k) plan. Our comprehensive benefits include medical, dental, vision, HSA, virtual health services, accident, hospital indemnity, critical illness, life, short- and long-term disability coverage, FSA, EAP support through Lyra Health, paid family leave for eligible employees, transportation benefits, back-up child care, College Coach, pet insurance, and paid time off. This is a non-exempt role based in Los Angeles, working in a typical office environment with occasional extended hours and rotating on-call support as needed.

last updated 43 week of 2026