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About the Role
The User Support Analyst provides Level II technical support for a broad range of hardware, software, and technology-related issues. Leveraging strong technical knowledge and problem-solving skills, the Analyst troubleshoots and resolves user requests and incidents while delivering responsive, high-quality service. The role requires the ability to work independently and collaboratively to identify solutions, resolve technical issues, and support the effective use of the Firm’s technology.
Responsibilities
- Assists users to resolve computer related problems such as inoperative hardware or software, including network connections.
- Resolves customer inquiries efficiently and effectively through active listening and personalization techniques with a constant focus on service excellence.
- Performs hardware support functions including end user support, desktop support, laptop support, visiting office setups, and mobile device support.
- Performs computer imaging and post-image configurations, preventative maintenance, and basic printer troubleshooting, working with the vendor on repairs.
- Performs software support functions including troubleshooting of standard applications, installation and configuration of software, updates and preventative maintenance, and support of third-party applications in coordination with vendors.
- Manages deployed and inventory assets, maintaining accurate Asset records for each user and piece of equipment.
- Coordinates and performs hardware moves, changes, and exchanges.
- Provides break/fix support for telephones, including handsets, telephone cords, and telephone base-units.
- Assists with projects such as hardware or software upgrades, office moves, and special events.
- Manages and processes hardware warranty claims and issues, and facilitates warranty repairs with third-party vendors.
- Documents and maintains user request and incident records in the IT Service Management System.
- Performs other duties as required.
Requirements
- BA/BS degree or equivalent work experience.
- A minimum of 2 years of experience providing direct and 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, e.g., iPhone, Android.
- Experience supporting Microsoft Office Applications and Remote Access technology, such as Citrix.
- Law Firm or Professional Services experience (Preferred).
- A+, ITIL and Microsoft Office Application certifications (Preferred).
- Experience using and supporting Adobe Acrobat, NetDocuments Document Management Solutions, Zoom and Mac in an enterprise (Preferred).
- Experience deploying operating systems with SCCM (Preferred).
- Strong organizational skills.
- Strong attention to detail.
- Good judgment.
- Strong interpersonal communication skills.
- Strong analytical and problem-solving skills.
- Able to work harmoniously and effectively with others.
- Able to preserve confidentiality and exercise discretion.
- Able to work under pressure.
- Able to manage multiple projects with competing deadlines and priorities.
Skills
- Windows-based computers
- Microsoft Windows 11
- VoIP Telephony solutions
- Enterprise imaging solutions
- Smartphones (iPhone, Android)
- Microsoft Office Applications
- Remote Access technology (Citrix)
- Adobe Acrobat
- NetDocuments Document Management Solutions
- Zoom
- Mac
- SCCM
- Organizational skills
- Attention to detail
- Judgment
- Interpersonal communication
- Analytical skills
- Problem-solving skills
- Confidentiality
- Discretion
- Working under pressure
- Project management
Location
- New York
Work Type
- Full-time
Experience Level
- 2 years of experience
Education Level
- BA/BS degree or equivalent work experience
- A+ certification
- ITIL certification
- Microsoft Office Application certification
Salary/Compensations
- $80,500 to $102,000
Benefits
- Bonus eligibility
- Comprehensive benefits program
About the Company
- Sidley Austin LLP is an Equal Opportunity Employer.
Equal Opportunity
- Sidley Austin LLP is an Equal Opportunity Employer.