Desktop Support Specialist

Harter, Secrest Emery LLP • City of Rochester, NY

1d • $27 - $31 • Onsite

About The Position

Harter Secrest & Emery LLP is seeking a Desktop Support Specialist to join their IT team in Rochester, NY. This position is responsible for troubleshooting technical issues for both computers and telephone systems, responding to help desk calls regarding software and hardware problems, providing resolutions in a timely manner and assisting with development of end-user training materials. Additionally, this position assists in the configuration of all desktop and laptop computers, installation of new hardware or software, and upgrades.

Requirements

• AS or AAS degree in Computer Science or related field and two (2) years of experience in a technology position with assignments such as hardware setup, telecommunication systems, etc. OR an equivalent combination of education, experience, and/or professional certifications sufficient to indicate the ability to perform the duties of the position.
• Strong client service and interpersonal skills required to effectively support and work with partners, attorneys, paralegals, staff and vendors; ability to work collaboratively as part of the IT team
• Thorough knowledge of software applications to include Windows 11, Microsoft Word, Excel, Outlook and Google Chrome
• Good working knowledge of telecommunications systems; ability to integrate smart phone devices into the firm's Exchange email system
• Strong organizational and documentation skills; ability to respond to multiple priorities and meet varying deadlines; ability to solve problems and coordinate projects involving input from multiple stakeholders

Nice To Haves

• Experience in a legal or professional service organization is desirable.

Responsibilities

• Responds to inquiries during assigned help desk shift with a focus on delivering excellent client service
• Follows up with users to provide feedback and resolve issues in a timely manner
• Thoroughly and accurately documents all help desk calls or on-site repairs for self-help and knowledgebase articles
• Assists with onboarding of new employees related to technology
• Creates and presents training material, help sheets, frequently asked questions lists and procedures to end users where applicable
• Supports various software including Microsoft 365, Internet browsers, Kofax PowerPDF, Windows 11, and other law-firm specific software packages
• Performs desktop and laptop setup and configuration, hardware and software installation and upgrades
• Provide setup assistance with conference room technology as requested by firm partners and staff
• Provides support for firm-wide telecommunications, including office phone systems, voicemail, and smart phones
• Assists senior level IT staff and other members of the IT team with system support as required (e.g., network and security upgrades, remote access maintenance, etc.); shares after hours on-call support with other IT team members
• Maintains current knowledge of upgrades to existing systems and new applications; offers suggestions for appropriate software and hardware upgrades to improve existing applications and equipment

Benefits

• Health insurance with generous employer contribution
• 401(k) matching and profit-sharing contribution upon completion of eligibility requirements
• Paid Time Off (vacation and paid sick leave)
• Dental and vision insurance
• HSA and FSA
• Free access to onsite fitness facility

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: Associate degree