Deskside Support Specialist
Location: San Francisco
Job Type: Full Time / Permanent
Position Summary: Provide general and second level application and hardware support to end users. This includes deskside, and walkaround support, as well as informal and one-on-one training. Additionally, access to our U.S. offices will be limited to personnel who are fully vaccinated from COVID-19. If you believe that you require an accommodation to this policy because of a medical, religious or other reason, please let us know at the time of your interview so that a reasonable accommodation can be discussed.
Essential Functions: • Provide deskside support on various applications, including MS Office Suite, Windows, iManage Worksite, Elite 3E, Internet, Intranet, voicemail/Unified Messaging, email, and proprietary applications. • Provide deskside support on various hardware, including desktops, laptops, monitors, printers, telephones, SmartPhone devices, dictation devices, and other peripherals. This includes preparation and installation of laptops and desktops and working with vendors to maintain/fix equipment. • Installation of pre-approved software and hardware. • Provide second level support on issues escalated from the IT Help Desk. • Escalate problems to the appropriate Analyst, Programmer, Supervisor, or Manager when necessary. Assist with information gathering, communication, or as requested in the resolution of escalated problems. • Maintain required recordkeeping, including logging issues into the call tracking database, reporting accurate time, keeping an updated activity log, maintaining equipment database and inventory and anything else as directed. • Report unusual, alarming, or recurring problems to the appropriate Analyst, Programmer, Supervisor, or Manager when necessary. • Maintain working knowledge of all Firm deployed applications. • Maintain distribution pool of loaner laptops and other equipment. • Assist in system related maintenance as requested and provide assistance in testing new or upgraded applications. • Set up videoconferences and presentations for the local office. • Provide on-call after hours support on a rotating basis. • Occasionally travel to other offices as needed for special projects, coordinating IT services for newly acquired or opened offices, or providing coverage when another office is short staffed. • Special projects as requested by the Manager of Operations or the Director of Operations (IT). • Remain current on marketplace trends and application developments in order to provide on-time service to users. • 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. • This position requires supporting users in San Francisco and our Palo Alto office, and when required, travel to the Palo Alto office will be necessary. This may on occasions include afterhours work, or it could be any emergency after hours issue that may require an office visit.
Requirements Condition of Employment: All personnel designated as office-based, hybrid or flexible under the Firm’s Flexible Work Policy are required as a condition of their employment to have had the initial series of COVID-19 vaccinations, meaning either two doses of Pfizer or Moderna or one dose of Johnson & Johnson. This policy applies to all U.S. partners and employees, regardless of full-time, part-time, temporary, exempt, non-exempt, or any other status or classification. If you believe that you require an accommodation or exemption to this policy because of a medical, religious or other reason, please discuss with the recruiter so that a reasonable accommodation can be considered.
Education: Bachelor’s Degree or equivalent work experience. Additional training/certification in relevant area of study strongly preferred.
Experience: Two years’ experience providing support to MS Office users required. Experience in a law firm or other service environment a plus.
Skills: Strong PC, Windows, and applications knowledge. Excellent communication and interpersonal skills, and ability to work effectively with all organizational levels. Able to work on multiple projects/priorities in a deadline-driven environment. Must be able to remain calm in pressure situations and adapt quickly to change. Demonstrated ability to maintain a customer-service focus and attitude at all times. Able and willing to travel occasionally via car, train, and airplane. Excellent telephone etiquette and command of the English language. Capable of working individually and as part of a team, and ability to take the lead on projects and problems when requested or as appropriate.
Working Conditions: 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.