Desktop Support Specialist

Desktop Support SpecialistEMPLOYMENT OPPORTUNITY – ROCHESTER, NYHarter Secrest & Emery LLP is a full-service law firm founded in 1894, with offices in Rochester, Buffalo, Albany, Corning, and New York City. With over 125 lawyers, we offer the depth and breadth of legal talent and experience necessary to achieve exceptional results for our local, regional, and national clients.Harter Secrest & Emery LLP is seeking a Desktop Support Specialist to join our 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.Job Responsibilities:Responds to inquiries during assigned help desk shift with a focus on delivering excellent client serviceFollows up with users to provide feedback and resolve issues in a timely mannerThoroughly and accurately documents all help desk calls or on-site repairs for self-help and knowledgebase articlesAssists with onboarding of new employees related to technologyCreates and presents training material, help sheets, frequently asked questions lists and procedures to end users where applicableSupports various software including Microsoft 365, Internet browsers, Kofax PowerPDF, Windows 11, and other law-firm specific software packagesPerforms desktop and laptop setup and configuration, hardware and software installation and upgradesProvides setup assistance with conference room technology as requested by firm partners and staffProvides support for firm-wide telecommunications, including office phone systems, voicemail, and smart phonesAssists 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 membersMaintains current knowledge of upgrades to existing systems and new applications; offers suggestions for appropriate software and hardware upgrades to improve existing applications and equipmentEducation/Experience 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. Experience in a legal or professional service organization is desirable.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 teamThorough knowledge of software applications to include Windows 11, Microsoft Word, Excel, Outlook and Google ChromeGood working knowledge of telecommunications systems; ability to integrate smart phone devices into the firm's Exchange email systemStrong 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 stakeholdersRecruiting Information:FLSA Classification: Non-ExemptHours per week: 40Salary dependent on relevant experience. Expected pay range: $27 - $31 per hourOpportunity for on-call and overtime pay depending on the needs of the firm and after hours support scheduleExcellent benefit package including:Health insurance with generous employer contribution401(k) matching and profit-sharing contribution upon completion of eligibility requirementsPaid Time Off (vacation and paid sick leave)Dental and vision insuranceHSA and FSAFree access to onsite fitness facilityHARTER SECREST & EMERY LLP IS COMMITTED TO THE POLICY OF EQUAL EMPLOYMENT OPPORTUNITY. THIS POLICY EXPRESSLY PROHIBITS DISCRIMINATION ON THE BASIS OF SEX, RACE, COLOR, RELIGION, CREED, NATIONAL ORIGIN, AGE, MARITAL STATUS, FAMILY STATUS, SEXUAL ORIENTATION, DISABILITY, GENETIC PREDISPOSITION OR CARRIER STATUS, CRIMINAL CONVICTION, DOMESTIC VIOLENCE VICTIM STATUS, VETERAN STATUS OR STATUS AS A MEMBER OF ANY OTHER PROTECTED GROUP OR ACTIVITY.