User Support Analyst
About The Position
The User Support Analyst provides Level II technical support for a broad range of hardware, software, and technology-related issues. The Analyst troubleshoots and resolves user requests and incidents using strong technical knowledge and problem-solving skills while delivering responsive, high-quality service. The role requires working independently and collaboratively to identify solutions, resolve technical issues, and support effective use of the Firm’s technology. The Analyst supports users with hardware and software problems, including network connections; provides desktop, laptop, mobile-device, office-setup, imaging, configuration, maintenance, and printer support; and troubleshoots standard applications and third-party software in coordination with vendors. The role also manages deployed and inventory assets, coordinates hardware moves and exchanges, provides telephone break/fix support, assists with upgrades, office moves, and special events, manages warranty claims and repairs, and documents requests and incidents in the IT Service Management System. Other duties may be required.
Requirements
- BA/BS degree or equivalent work experience.
- At least 2 years of experience providing direct, exceptional user support in a high-performance culture.
- 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, such as iPhone and Android devices.
- Experience supporting Microsoft Office applications and remote-access technology, such as Citrix.
- Strong organizational skills and attention to detail.
- Good judgment.
- Strong interpersonal communication, analytical, and problem-solving skills.
- Ability to work harmoniously and effectively with others.
- Ability to preserve confidentiality and exercise discretion.
- Ability to work under pressure and manage multiple projects with competing deadlines and priorities.
Nice To Haves
- Law firm or professional services experience.
- A+, ITIL, or Microsoft Office Application certifications.
- Enterprise experience supporting Adobe Acrobat, NetDocuments Document Management Solutions, Zoom, and Mac.
- Experience deploying operating systems with SCCM.
Responsibilities
- Assist users with computer-related problems, including inoperative hardware or software and network connections; resolve inquiries efficiently while maintaining service excellence.
- Provide end-user, desktop, laptop, office-setup, and mobile-device hardware support.
- Perform computer imaging and post-image configurations, preventative maintenance, and basic printer troubleshooting; coordinate printer repairs with vendors.
- Troubleshoot, install, configure, update, and maintain standard applications in Sidley’s environment and support third-party applications in coordination with vendors.
- Manage deployed and inventory hardware assets and maintain accurate asset records for each user and piece of equipment.
- Coordinate and perform hardware moves, changes, and exchanges.
- Provide break/fix support for telephones, including handsets, cords, and base units.
- Assist with hardware or software upgrades, office moves, and special events.
- Manage hardware warranty claims and issues and facilitate warranty repairs with third-party vendors.
- Document and maintain user request and incident records in the IT Service Management System.
- Perform other duties as required.
Benefits
- Bonus eligibility.
- Comprehensive benefits program; details are available at Sidley.com/Benefits.
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
