User Support Hardware Specialist

IL LLP•Chicago, IL

10d

About The Position

The User Support Hardware Specialist supports the Firm’s technology operations by maintaining, preparing, deploying, tracking, and processing computer hardware and peripherals throughout the asset lifecycle. The Specialist performs hardware imaging, quality assurance, inventory, deployment, repair coordination, and asset disposition in accordance with established Firm procedures, and provides hardware-related technical support to Firm personnel. The role prepares and deploys equipment for new hires and other users, maintains assigned and loaner equipment, keeps hardware records accurate in the Firm’s IT service management system, and supports hardware needs for Firm events and other business requirements. The Specialist also conducts periodic inventories, processes equipment returned by departing employees, prepares assets for disposal, and provides assistance through the Hardware Window. The position requires a high school diploma or equivalent and working knowledge of Windows-compatible computers and Microsoft Windows 11. Candidates need experience installing, configuring, imaging, troubleshooting, or supporting computer hardware and peripherals, and must be able to lift and move equipment weighing up to 40 pounds. The role may require flexible or additional hours and occasional travel to meet Firm business needs.

Requirements

High school diploma or equivalent.
Working knowledge of Windows-compatible computers and Microsoft Windows 11.
Experience installing, configuring, imaging, troubleshooting, or supporting computer hardware and peripherals.
Ability to lift and move computer equipment weighing up to 40 pounds as required by the essential responsibilities.
Strong organizational skills and attention to detail.
Strong customer service and interpersonal communication skills.
Ability to troubleshoot routine hardware and technical issues and use sound judgment to determine solutions or escalation.
Ability to work effectively and collaboratively as part of a team.
Ability to take ownership of assigned responsibilities and follow established processes through completion.
Ability to maintain confidentiality and exercise appropriate discretion.
Ability to learn new hardware, software, systems, and procedures.
Ability to adapt to changing priorities and work requirements in a fast-paced professional environment.
Ability to work flexible or additional hours and travel occasionally as required to meet Firm business needs.
Authorization to work in the United States without employer sponsorship, now or in the future.

Nice To Haves

CompTIA A+ certification.
A minimum of one year of related computer hardware, desktop support, or technical support experience.
Experience working in a law firm or other professional services environment.
Experience supporting mobile devices and Voice over Internet Protocol (VoIP) phones.
Experience using IT service management or help desk tracking systems, particularly ServiceNow.

Responsibilities

Maintain Firm computer hardware throughout the asset lifecycle, including imaging, reimaging, quality assurance, deployment, repair coordination, return, and disposition.
Prepare, configure, and deploy computer hardware for new hires and other users according to Firm standards and procedures.
Maintain assigned and loaner computer equipment and peripherals, including mobile hot spots, phones, cables, power adapters, and headsets.
Use the Firm’s IT service management system to maintain accurate hardware records, document activities, track assets, and process hardware-related requests.
Coordinate imaging, preparation, and deployment of bulk hardware for Firm events and other business needs.
Perform periodic hardware inventories and reconcile asset information to support accurate inventory records.
Prepare hardware and other technology assets for disposal and assist with their removal according to Firm procedures.
Process and account for hardware returned by departing employees in coordination with appropriate Firm departments.
Provide hardware-related assistance through the Hardware Window, including equipment and peripheral distribution, loaner support, and general technical assistance.
Support User Support operations and perform other related duties as assigned.