The User Support Analyst provides Level II technical support for a broad range of hardware, software, and technology-related issues. Leveraging strong technical knowledge and problem-solving skills, the Analyst troubleshoots and resolves user requests and incidents while delivering responsive, high-quality service. The role requires the ability to work independently and collaboratively to identify solutions, resolve technical issues, and support the effective use of the Firm's technology.
Duties and Responsibilities:- Assists users to resolve computer related problems such as inoperative hardware or software, including network connections. Resolve customer inquiries efficiently and effectively through the use of active listening and personalizing techniques with a constant focus on service excellence.
- Hardware Support functions include, but are not limited to, end user support, desktop support, laptop support, visiting office setups, and mobile device support. Perform computer imaging and post image configurations, preventative maintenance, and basic printer troubleshooting working with the vendor on repairs.
- Software support functions include, but are not limited to, troubleshooting of applications that are standard within Sidley's environment, installation and configuration of software, updates and preventative maintenance, and support of third party applications in coordination with vendors.
- Manage the assets that are both deployed and in inventory, maintain accurate Asset records for each user and each piece of equipment. Coordinate and perform Hardware moves, changes and exchanges.
- Provide break/fix support for telephones, including handsets, telephone cords and telephone base-units.
- Assist with projects such hardware or software upgrades, office moves and special events.
- Manage and process Hardware warranty claims and issues, and facilitate warranty repairs with third party vendors.
- Document and maintain user request and incident records in IT Service Management System.
- Perform other duties as required.
Education and/or Experience:Required:- BA/BS degree or equivalent work experience
- A minimum of 2 years of experience providing direct and exceptional user support in a high performance culture, including:
- Experience supporting Windows-based computers, including Microsoft Windows 11
- Experience supporting VoIP Telephony solutions
- Experience with enterprise imaging solutions for Windows-based computers
- Experience supporting Smartphones, e.g., iPhone, Android
- Experience supporting Microsoft Office Applications and Remote Access technology, such as Citrix
Preferred:- Law Firm or Professional Services experience
- A+, ITIL and Microsoft Office Application certifications
- Experience using and supporting Adobe Acrobat, NetDocuments Document Management Solutions, Zoom and Mac in an enterprise. As well as experience deploying operating systems with SCCM
Other Skills and Abilities:The following will also be required of the successful candidate:
- Strong organizational skills
- Strong attention to detail
- Good judgment
- Strong interpersonal communication skills
- Strong analytical and problem-solving skills
- Able to work harmoniously and effectively with others
- Able to preserve confidentiality and exercise discretion
- Able to work under pressure
- Able to manage multiple projects with competing deadlines and priorities
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The target salary range for this role is:
$73,800 - $94,200 if located in Illinois.
Salaries vary by location and are based on numerous factors, including, but not limited to, the relevant market, skills, experience, and education of the selected candidate. Our compensation package also includes bonus eligibility and a comprehensive benefits program. Benefits information can be found at Sidley.com/Benefits.
