The User Support Analyst delivers Level II hardware, software, and AV meeting support, resolving a wide range of technical issues and service requests. This role requires a proactive, self-starting approach, strong technical judgment, and a high level of user engagement to ensure service excellence. The User Support Analyst works both independently while also collaborating closely with the broader IT team.
- 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.
- Provide conference room AV / Zoom Rooms support, including meeting set up, basic troubleshooting, and on-the-spot assistance so users can start/join Zoom meetings successfully.
- Support Zoom Rooms hardware and room controls (Poly room bars, Poly and Cisco touch panels), including pre-meeting room checks and quick fixes when issues pop up.
- 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 10
- 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, NetDocs - Document Management Solutions, Zoom Calling, Microsoft Intune, 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:
$72,000 - $94,000 if located in California
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.
