Technology Support Analyst (L2)

ArentFox Schiff • Chicago, IL

5d • $75,000 - $101,750 • Onsite

About The Position

The Technology Support Analyst (Level 2) provides advanced technology support and customer service to employees across the firm. Working with Level 1 Technical Support, the analyst resolves requests involving firm-standard software, computer hardware, phones, printers, operating systems, remote access, and mobile devices. The role is the first escalation point for Level 1, coaches Level 1 analysts, and collaborates with Level 3 analysts on complex, high-priority, or high-impact issues.

The position also supports daily audiovisual operations for the local office’s conference rooms and video meetings. It provides individual and small-group training on firm-supported technology, identifies training needs, prepares training materials, and leads new-hire technology onboarding. Additional duties include deploying and configuring computers, documenting and tracking support requests, identifying technology trends, supporting service-process development, testing software and services, and contributing to special projects. This is an exempt position based in the Chicago office.

Requirements

• At least 3 years of advanced technical support experience with cloud-based services, software, hardware, and A/V hybrid meetings in a large corporate IT setting.
• Proficiency with Microsoft Windows, Microsoft 365, and cloud-based applications, 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.
• Working knowledge of general data-security protocols.
• 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.

Nice To Haves

• Bachelor’s degree preferred; equivalent experience considered.
• Legal industry experience.
• Technology training experience.
• White-glove customer service experience.

Responsibilities

• 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.
• Document requests in the ticketing system, including opening, closing, resolution, escalation, and tracking, and provide thorough, current information when escalating.
• Give customers regular status updates on issues requiring extended troubleshooting and keep tickets updated until completion.
• Anticipate customer needs and proactively identify solutions.
• Explain technical concepts in plain language to non-technical customers.
• Lead new-arrival technology onboarding and setup, ensuring new hires have the knowledge, information, and access they need.
• Provide ongoing individual and small-group education on firm-supported software, hardware, applications, and offerings.
• 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 provide feedback to technical owners on products and updates.
• Join regular technology calls to stay informed about firm strategies, products, and services.
• Contribute to special projects as assigned.
• Support conference rooms and video meetings, including equipment setup, testing, and breakdown.

Benefits

• Medical benefits
• Dental benefits
• Vision benefits
• Profit-sharing
• Generous paid time off
• Flexible reimbursement account for personal well-being expenses
• Certain positions are eligible for a performance-based bonus, payable monthly or annually

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level