IT Help Desk Specialist

Requirements:

• Associates degree or equivalent work experience.
• At least two years of Help Desk Specialist experience in a large professional services environment preferred.
• Two years of experience with Microsoft Word, including use of styles.
• Experience using and supporting Microsoft Outlook required; Microsoft Excel experience preferred.
• Strong technical troubleshooting ability and proficiency with Microsoft Office applications, including Outlook, Word, and Excel.
• Familiarity with mobile devices and video conferencing platforms such as Microsoft Teams and Zoom, and a basic understanding of desktop environments and peripherals.
• Ability to manage and prioritize multiple issues and support tickets effectively.
• Strong attention to detail, sound judgment, and the ability to respond effectively to user needs in a fast-paced environment.
• Strong customer service orientation and verbal and written communication skills, including the ability to explain technical information to non-technical users.
• Ability to adapt to changing priorities and safeguard confidential and sensitive information.
• Ability to work in-office as needed and provide support outside standard hours, including evenings, weekends, and holidays.
• Must live within approximately one hour of our Pittsburgh office.

Responsibilities:

• Act as the primary contact for IT issues across our firm and provide first-level technical support to users across our global offices.
• Support end users with document formatting and styles, Excel spreadsheet formatting and formulas, and Outlook features such as rules, signatures, and multiple calendars.
• Troubleshoot Windows, Microsoft Office, browsers, video conferencing platforms, firm applications, mobile devices, internet and intranet access, and computer hardware and peripherals.
• Log and track support requests in our IT support system, maintain accurate records and time reporting, and complete required documentation.
• Escalate unresolved issues to the appropriate IT teams and report unusual, urgent, or recurring problems to the Network Operations Center or management.
• Maintain working knowledge of firm applications and report recurring issues to help identify longer-term solutions.
• Provide feedback on our Help Desk database, including its call-tracking, knowledge-base, and reporting functions.
• Offer extended user support during computer conversions, office moves, and hardware or software failures, sometimes on short notice.
• Assist with testing new or upgraded applications, reset passwords and grace logins, and grant document access with appropriate approval.
• Participate, with supervisor approval, in IT-related committees, work groups, project teams, or escalation teams.
• Provide rotating weekend coverage and perform other assigned duties.

Technologies:

• Excel
• Hardware
• Support
• Mobile
• Network
• Windows
• Android
• Security
• Web
• iOS

More

We are Reed Smith, and this position provides first-level IT support in a 24/7 environment. The role is primarily remote, with occasional in-office attendance in Pittsburgh—anticipated to be about two to three days per month for business needs—and may sometimes require additional hours. The regular schedule is Monday through Friday, noon to 9:00 p.m.; schedule details will be discussed with the direct supervisor. This is a non-exempt position with an hourly range of $26.44 to $29.33 and estimated annual compensation of $55,000 to $61,000 based on expected hours; actual pay may vary based on factors including location and experience. We offer a comprehensive benefits package that includes retirement, medical, dental, vision, disability and other insurance coverage, paid time off for eligible employees, tuition assistance, flexible benefits, and additional wellness and family support programs. We provide a challenging work environment, business-casual dress, and reasonable accommodations in accordance with law. Our core values are Integrity, Excellence, Teamwork & Respect, Innovation, and Impact.

last updated 43 week of 2026