Technology Support Specialist

Vedder Careers•Chicago, IL

2d•Hybrid

About The Position

Vedder's Chicago office is seeking a Technology Support Specialist. The Technology Support Specialist is responsible for delivering comprehensive technical support for all Vedder software, hardware, and technology platforms. This role provides assistance to firm employees through phone, email, remote, and deskside support, ensuring timely resolution of issues and a high level of customer service. The working hours for this position will be 10:00 a.m. to 6:00 p.m.

Requirements

Bachelor’s degree in Computer Science, Information Management, or a related field (or equivalent work experience).
1–3+ years of IT support experience; deskside and hardware troubleshooting strongly preferred.
Experience supporting technology in a law firm or professional services environment preferred.
Must be able to work Monday through Friday on a hybrid schedule, with a minimum of three days per week in the office.
Ability to work under pressure and meet strict deadlines.
Commitment to maintaining high levels of service and responsiveness.
Proficiency with Windows 11 and Microsoft 365 applications.
Proficiency in mobile operating systems (iOS and Android) and device support.
Familiarity with end-user hardware, imaging tools, troubleshooting methodologies, and network connectivity concepts.
Knowledge of remote support tools and ticketing systems (Service Now).

Nice To Haves

Deskside and hardware troubleshooting strongly preferred.
Experience supporting technology in a law firm or professional services environment preferred.

Responsibilities

Provide technical support to all Vedder employees and/or clients via phone, email, in person, and deskside assistance.
Deliver hands-on hardware support, including setup, installation, imaging, troubleshooting, and repair of desktops, laptops, printers, docking stations, mobile devices, and other peripherals.
Log all service requests in the ticketing system and maintain total contact ownership for each ticket, following department escalation procedures when necessary.
Prioritize and manage incoming calls, tickets, and workflow to ensure timely resolution of issues.
Diagnose and resolve technical issues related to hardware, software, and telephony systems.
Research unresolved problems using available resources and escalate when appropriate.
Serve as Subject Matter Expert (SME) in assigned areas, collaborating with engineers and vendors to resolve complex issues.
Identify and report recurring issues or potential technology trends to management for proactive resolution.
Maintain expert-level knowledge of all applications, systems, and technology platforms used at Vedder Price.
Provide coverage for holiday, evening, and weekend Technology Support Center (TSC) support as needed.
Consistently meet performance expectations with minimal unplanned absence.

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