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About the Role
Harter Secrest & Emery LLP is seeking a Desktop Support Specialist to join their IT team. This role is responsible for troubleshooting technical issues for computers and telephone systems, responding to help desk calls, and assisting with end-user training materials. The position also involves configuring computers, installing hardware/software, and performing upgrades.
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
- 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
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 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
Skills
- Microsoft 365
- Internet browsers
- Kofax PowerPDF
- Windows 11
- Microsoft Word
- Excel
- Outlook
- Google Chrome
- Telecommunications systems
- Exchange email system
Location
- ROCHESTER, NY
Work Type
- Full-time
Experience Level
- 2 years of experience
Education Level
- AS or AAS degree in Computer Science or related field
Salary/Compensations
- $27 - $31 per hour
- Opportunity for on-call and overtime pay
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
About the Company
- Harter 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.
Equal Opportunity
- HARTER 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.