IT Help Desk Specialist

Work Schedule:

Monday – Friday, Noon to 9:00 pm shift Must reside within approximately an hour of the Pittsburgh office. See full details in the Working Conditions section below. Position summary The IT Help Desk Specialist provides first-level technical support for end-user hardware, software, video conferencing platforms, and related systems across the firm's global offices in a 24/7 environment. This role serves as the initial point of contact for users, addressing inquiries related to Microsoft Office applications, standard desktop environments, and other technical issues.

Responsibilities include logging and tracking tickets in the firm's IT support system to support statistical report generation, escalating issues as needed, and ensuring timely resolution of user requests. Provides coverage of weekend hours on a rotating basis. Job duties and responsibilities Serve as the primary point of contact for all Information Technology issues throughout the firm. Provide document formatting support on complex documents, ensuring that existing formats and styles are preserved.

Provide formatting and formula support on spreadsheets created in Excel. Assist users with setup, configuration, and troubleshooting of Outlook features, including rules, signatures, and multiple calendars. Provide first-level support for Windows operating systems, standard desktop applications (e.g., Microsoft Office Suite, web browsers), video conferencing platforms (e.g., Microsoft Teams, Zoom), proprietary firm applications, mobile devices (iOS/Android), internet/intranet, and hardware such as desktops, laptops, printers, and other peripherals.

Maintain required recordkeeping, including logging calls into the HEAT database, reporting time accurately, and completing other documentation as directed. Escalate unresolved issues to the appropriate IT teams and report unusual, alarming, or recurring problems to the Network Operations Center and/or Supervisor or Manager as appropriate. Maintain a working knowledge of all firm-deployed applications. Report recurring or common issues to the IT Help Desk Supervisor to support long-term solutions.

Provide feedback for the ongoing use and maintenance of the IT Help Desk database for call tracking, knowledge base creation, and statistical report generation. Provide extended user support during computer conversions, office moves, or in response to hardware or software failures (occasionally on short notice). Assist with testing new or upgraded applications. 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 ongoing activities. Provide coverage of weekend hours on a rotating basis. Perform other duties as assigned. Job duties and responsibilities included are not exhaustive and may be supplemented as necessary.

Reed Smith reserves the right to revise or modify job duties and responsibilities at any time. Requirements

Education:

Associate's Degree or equivalent work experience.

Experience:

Minimum of 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:

Strong technical troubleshooting skills. Proficiency in Microsoft Office applications, including Outlook, Word (using and modifying styles), and Excel. Familiarity with mobile devices…