User Support Analyst

The User Support Analyst is responsible for providing Level II technical hardware and software support. They will facilitate and resolve a wide variety of requests, inquiries and complaints with the use of their extensive technical knowledge of hardware and software. The User Support Analyst will work independently and as part of a team.

• Assists users to resolve computer related problems such as inoperative hardware or software, including network connections.
• Resolve customer inquiries efficiently and effectively through the use of active listening and personalizing techniques with a constant focus on service excellence.
• Hardware Support functions include, but are not limited to, end user support, desktop support, laptop support, visiting office setups, and mobile device support.
• Perform computer imaging and post image configurations, preventative maintenance, and basic printer troubleshooting working with the vendor on repairs.
• Software support functions include, but are not limited to, troubleshooting of applications that are standard within Sidley's environment, installation and configuration of software, updates and preventative maintenance, and support of third party applications in coordination with vendors.
• Manage the assets that are both deployed and in inventory, maintain accurate Asset records for each user and each piece of equipment.
• Coordinate and perform Hardware moves, changes and exchanges.
• Provide break/fix support for telephones, including handsets, telephone cords and telephone base-units.
• Assist with projects such hardware or software upgrades, office moves and special events.
• Manage and process Hardware warranty claims and issues, and facilitate warranty repairs with third party vendors.
• Document and maintain user request and incident records in IT Service Management System.
• Perform other duties as required.

• Bachelor's degree or equivalent work experience
• A minimum of 2 years of experience providing direct and exceptional user support in a high performance culture, including:
• 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
• Preferred:
  Law Firm or Professional Services experience A+
• ITIL and Microsoft Office Application certifications
• Experience using and supporting Adobe Acrobat, Net Documents Document Management Solutions, Cisco Telephony, Microsoft Intune, and Mac in an enterprise as well as experience deploying operating systems with SCCM

• 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

The target salary range for this role is: $67,100 - $85,550 if located in North Carolina. Salaries vary by location and are based on numerous factors, including, but not limited to, the relevant market, skills, experience, and education of the selected candidate. Our compensation package also includes bonus eligibility and a comprehensive benefits program. Benefits information can be found at

Sidley Austin LLP is an Equal Opportunity Employer.

Reasonable accommodations will be made to enable individuals with disabilities to perform the essential functions of the job. If you need such an accommodation, please email sidle (current employees should contact Human Resources).

Sidley is an elite global law firm with a known reputation of deploying innovative strategies to achieve powerful results. Business professionals are essential to the firm’s ability to deliver the highest quality legal services to our clients. We are always looking for talented, motivated individuals who thrive in a performance-driven culture to join our team. We encourage you to explore current openings and check back for future opportunities that align with your skills, experience, and career goals.

Sidley employs approximately 2,300 lawyers working with our clients in complex transactional, restructuring, crisis…