Desktop Support Specialist

EMPLOYMENT OPPORTUNITY – ROCHESTER, NY

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.

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 inquires 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

Education/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 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

Recruiting Information:

• FLSA Classification: Non-Exempt
• Hours per week: 40
• Salary dependent on relevant experience. Expected pay range: $27 - $31 per hour
• Opportunity for on-call and overtime pay depending on the needs of the firm and after hours support schedule
• Excellent benefit package including:
• 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

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.