Job DescriptionAs a Technology Support Analyst (Level 2), you will provide advanced technology support and exceptional customer service to employees across the firm. Working closely with Level 1 Technical Support, you will quickly resolve a wide range of requests involving firm-standard software, computer hardware, phones, printers, operating systems, remote access, and mobile devices, while training Level 1 analysts and sharing your expertise. You will be the first escalation point for Level 1 and will collaborate with Level 3 analysts on complex, high-priority, high-impact issues. You will also help support daily AV operations for the local office's conference rooms, provide individual and small-group training on firm-supported software and hardware, identify training needs, prepare training materials, and lead new-hire onboarding training.
- Provide advanced onsite and remote support to employees at all firm locations for firm-standard software, hardware, phones, printers, operating systems, remote access, and mobile devices.
- Troubleshoot and resolve escalated software, hardware, security, and network incidents from Level 1, escalating to Level 3 or higher-level support as needed.
- Coach Level 1 team members on technical knowledge, firm policies, and procedures.
- Use remote control tools to assist customers efficiently.
- Document requests clearly and concisely in the ticketing system, including opening, closing, resolution, escalation, and tracking. Provide thorough, current information when escalating to Level 3 or higher-level support.
- Give customers regular status updates on issues requiring extended troubleshooting, updating the ticket until the request is completed.
- Anticipate customer needs and proactively identify solutions.
- Explain technical concepts in plain language to non-technical customers.
- Lead new-arrival technology onboarding and setup so new hires have the knowledge, information, and access they need to succeed.
- Provide ongoing individual and small-group education on firm-supported software, hardware, and new applications and offerings as needed.
- Partner with technical owners to prepare and maintain training materials for new programs.
- Image, configure, and deploy laptops and desktops in an enterprise environment as needed.
- Report trends and unusual inquiries to leadership to help identify issues and strengthen the technology platform.
- Partner with the manager to develop technology service processes, policies, and standards.
- Test new software and services, and give technical owners feedback on new products and updates.
- Join regular technology calls to stay informed on firm strategies, products, and services.
- Contribute to special projects as assigned.
- Support conference rooms and video meetings, including equipment setup, testing, and breakdown as needed.
MINIMUM QUALIFICATIONS- Bachelor's degree preferred; equivalent experience considered.
- 3+ years of advanced Technical Support experience with cloud-based services, software, hardware, and A/V hybrid meetings in a large corporate IT setting.
- Legal industry experience strongly preferred, along with technology training experience and white-glove customer service experience.
- Proficiency with Microsoft Windows, Microsoft 365, and cloud-based apps, including Outlook, Word, Excel, PowerPoint, OneNote, Teams, and SharePoint.
- Proficiency troubleshooting complex software, hardware, phone, printer, and mobile device issues.
- Working knowledge of Active Directory, SCCM, OSD Cloud, and Autopilot enrollment.
- Experience with remote connectivity and remote-control tools, including Citrix VDI and VPN, to assist customers.
- Working knowledge of general data security protocols to help maintain a secure technology platform.
- Understanding of network architecture, including switches, routers, circuits, virtual servers, and data centers.
- Strong attention to detail, organized, and able to work effectively and efficiently under pressure.
- Ability to work independently and as part of a team.
- Excellent interpersonal skills, including responsiveness, professionalism, communication, active listening, and customer care.
- Ability to translate technical concepts for non-technical audiences.
- Flexibility to adapt to planned or unforeseen changes in tasks, projects, or processes.
This is an exempt position based in our Chicago office. The anticipated good-faith base salary range for this position is:
- Chicago: $75,000 to $101,750 per year.
Your exact offer will be based on a variety of factors, including but not limited to, your experience, skills, and overall qualifications. We also review compensation regularly against industry benchmarks and performance outcomes, so you can grow your career here with confidence-knowing your pay recognizes both your impact and our commitment to an equitable approach.
In addition to a competitive base salary, certain positions are eligible for a comprehensive performance-based bonus, payable monthly or annually.
BenefitsWe know that the needs of our employees vary and can change throughout the different stages of life. That's why we offer a wide array of flexible benefit options designed to help you live healthy, live well, and live for tomorrow. In addition to medical, dental, vision, profit-sharing, generous paid time off, and numerous other benefits, we also provide a flexible reimbursement account that helps pay for the things that contribute to your personal well-being, in your own way.
* The job description is a general summary of the major duties. It may not specify all duties, tasks, and assignments associated with a job. It does not limit or in any way modify the right of management to direct, assign, and control the work of employees in a unit. Accuracy, attention to detail, ability to work effectively in a team environment, and ability to work in an atmosphere of multiple projects and shifting priorities are requirements of all jobs at ArentFox Schiff LLP. Additional job-related qualifications may be specified for some openings. Job descriptions are subject to periodic review and modification.
