Deskside Support Specialist

About the role

The Deskside Support Specialist provides general and second-level application and hardware support to end users. This includes deskside and phone support, as well as informal and one-on-one training.

Responsibilities

• Provide deskside support for various applications, including Microsoft Office Suite, Windows, iManage Worksite, Elite 3E, Internet, Intranet, voicemail/Unified Messaging, email, and proprietary applications
• Provide deskside support for various hardware, including desktops, laptops, monitors, printers, telephones, smartphones, dictation devices, and other peripherals
• Prepare and install laptops and desktops; coordinate with vendors for maintenance and repairs
• Install pre-approved software and hardware in accordance with departmental guidelines
• Provide second-level support on issues escalated from the IT Help Desk
• Escalate unresolved problems to appropriate technical resources and assist with documentation and communication
• Maintain required recordkeeping, including call tracking, time reporting, activity logs, equipment database, and inventory
• Report unusual, alarming, or recurring issues as needed
• Maintain working knowledge of firm-deployed applications
• Manage loaner equipment pool and assist with refresh cycles
• Assist with system maintenance, including after-hours support when required
• Set up videoconferences and presentations for the local office
• Provide after-hours on-call support on a rotating basis
• Contribute to special projects and firmwide IT initiatives
• Follow all firm and IT policies and procedures
• Travel to other offices as needed for projects or coverage
• Perform other duties as assigned

Job duties and responsibilities are not exhaustive and may be supplemented as necessary.

Requirements

• Two years of experience supporting Microsoft Office and standard desktop environments
• Experience providing deskside or in-person technical support
• Experience troubleshooting hardware and managing tickets in an IT support system
• Experience supporting mobile devices (iOS, Android)
• Experience in a law firm or professional services environment preferred

Qualifications

• Bachelor's degree or equivalent work experience
• Additional training or certification in a relevant area preferred

Skills

• Strong knowledge of Microsoft Windows and Microsoft Office Suite
• Familiarity with desktop hardware, peripherals, and enterprise applications
• Strong troubleshooting and problem-solving skills
• Effective communication skills with ability to interact professionally with users and vendors
• Customer service mindset with responsive support approach
• Ability to manage multiple priorities and meet deadlines
• Ability to work independently and collaboratively
• Willingness to learn new technologies and processes
• Flexibility in a fast-paced environment
• Ability to assess issues and determine next steps
• Strong attention to detail and accuracy
• Proficiency in spoken and written English
• Ability to maintain professionalism under pressure

Essential Job Functions

• Ability to sit or stand for extended periods and perform computer-based work
• Use of computers, telecommunications, and collaboration tools
• Ability to communicate effectively
• Ability to lift and move equipment up to 40 pounds occasionally
• Ability to provide off-hours support, including evenings, weekends, and holidays

Working Conditions

Works in a typical office setting. May be required to work beyond standard hours as needed.

Pay

This is a non-exempt position. The hourly wage range for this role is $33.25 to $42.31, with an estimated annual compensation range of $69,160 to $88,000 based on expected hours. Actual pay may vary based on factors including location and experience.

• Los Angeles: $69,160 – $88,000

Benefits

• 401(k) retirement plan
• Medical insurance
• Health savings account (HSA)
• Virtual health services
• Dental insurance
• Vision insurance
• Accident insurance
• Hospital indemnity insurance
• Critical illness insurance
• Life insurance
• Short-term disability coverage
• Long-term disability coverage
• Flexible spending accounts (FSA)
• Lyra Health employee assistance program (EAP)
• Paid family leave (for eligible employees)
• Transportation benefit
• Back-up child care services
• College Coach program
• Pet insurance
• Paid time off
• Tuition assistance