Senior Technology Support Specialist

Vedder•Berwyn, IL

3h•$65,000 - $75,000•Hybrid

About The Position

Vedder's Chicago office is seeking a Senior Technology Support Specialist. The Senior Technology Support Specialist provides advanced technical support for all firm systems and serves as a senior resource within the Technology Support Center (TSC). This role is responsible for resolving complex issues, leading daily operational workflow, and supporting management by reinforcing accountability, improving processes, and ensuring consistent, high-quality service delivery across all offices. The working hours for this position will be 7:00 a.m. to 3:00 p.m.

Requirements

3+ years of technology support experience in a professional services environment preferred.
Strong familiarity with enterprise systems, ticketing platforms(Service Now) , and escalation workflows.
Experience contributing to knowledge management, training, and process improvement initiatives.
Advanced troubleshooting skills across hardware, software, and enterprise applications, including legal-specific systems (e.g., document management and practice applications)
Strong working knowledge of Windows 11 and Microsoft 365, including user support, configuration, and issue resolution. Familiarity with end user hardware troubleshooting and network concepts.
Clear and professional communication skills, with the ability to explain technical concepts in plain language to non-technical users.
Strong organizational and time management skills, with the ability to prioritize and manage multiple tasks in a fast-paced environment.
Demonstrated ownership and accountability in issue resolution, including follow-through and attention to detail in documentation.
Ability to work under pressure to meet strict deadlines.

Nice To Haves

Preferred certifications or familiarity with industry standards (CompTIA, ITIL, etc.).

Responsibilities

Provide advanced technical support to firm users via phone, email, and in person, ensuring timely resolution and high-quality service.
Own and manage support tickets from intake through resolution, including accurate documentation, updates, and proper escalation.
Troubleshoot and resolve complex hardware, software, and system issues, coordinating with internal teams and vendors as needed.
Serve as an escalation resource for Technology Support Specialists and assist with issue resolution and guidance.
Prioritize and monitor ticket queues to ensure service levels and response standards are consistently met.
Support incident response efforts, including assisting with communication and coordination during service disruptions.
Contribute to knowledge management by creating and maintaining documentation, knowledge base articles, and troubleshooting guides.
Mentor and support team members, reinforcing technical skills, customer service, and accountability.
Assist with onboarding and training of new staff and promote adherence to team standards and processes.
Serve as a lead resource within the Technology Support Center, helping ensure continuous operations and quality service delivery.
Participate in projects and initiatives, including system implementations, hardware deployments, and process improvements.
Maintain current knowledge of firm technologies and applications to support efficient and effective service delivery

Benefits

Competitive Salary
Discretionary annual bonus program
Discretionary profit sharing
401(k) matching
Comprehensive health, dental, and vision plans
Optional health savings accounts
Flexible spending accounts
Firm-paid Life and Disability benefits
Wellness programs
Competitive time off package including vacation days, paid holidays, sick time and personal days.
Opportunities for continuous learning and career growth through firm provided training programs.
Anniversary and Vedder Praise Programs
Hybrid work model
Family-friendly policies
Employee discount program
Pre-tax commuter benefits
Back up child & elder care
Employee Assistance Program (EAP)
Fitness center discounts