Technology Support Analyst

Overview

We are seeking a Technology Support Analyst to join our firm. The position is based in the Chicago office (onsite). Shift Monday–Friday, 10:00am–6:00pm. The Analyst provides technology support for software, hardware, infrastructure, network services, mobile and remote services, audio visual, telephone and security systems. They deliver high‑level customer service, accurate reporting, and collaborate with local and central technology professionals and the Firm's central resources in White Plains.

• Responds to local and central telephone helpline, supports tickets and e‑mail, assesses problems and offers assistance, logs all calls into the Firm's call logging systems and resolves or escalates as appropriate.
• Provides application support for both local installations and Citrix‑based applications.
• Assembles, installs, configures, tests, images, troubleshoots and repairs hardware and peripherals, including but not exclusive to computers, printers, scanners, mobile phones and Wi‑Fi capable devices, audio visual equipment and software, reprographic and cost‑recovery network interfaces, security network interfaces and other equipment and applications as required.
• Provides assistance and advice on technology allowance purchases for attorneys.
• Supports troubleshooting and repairs for laptops and desktops.
• Assists with remote site access, Firm's audio visual set‑up requirements and off‑site technology set‑ups.
• Maintains data room components, data closets and troubleshoots networking issues in conjunction with the Technology Manager/Supervisor.
• Supports all personnel adds, moves and changes. Services, documents and provides loaner equipment in accordance with Firm policies.
• Maintains accurate inventory records.
• Establishes and maintains effective working relationships with clients, attorneys and business services professionals.
• Ensures the security of the Firm’s systems by understanding the risks and ensuring best practices are followed.
• Assists with Firm policies and procedures in relation to computer technology.
• Provides basic induction training on technology systems, mobile device usage and basic software usage.
• Provides software training based upon modules created by the global training department.
• Provides a consistent and high level of customer service and demonstrates effective interpersonal, written and verbal communication skills.
• Manages Firm resources responsibly and complies with Firm operation, policies and procedures.
• Performs frequent physical exertion including walking, pushing, pulling, repetitive use of both hands, lifting or carrying up to 10lb frequently and up to 50lb on an occasional basis.
• Performs other related duties as assigned.

• Thorough working knowledge of Microsoft Office Suite, Citrix, Windows and Mac environments, Net Documents, iPhone and other mobile devices, DTE, Litera Change Pro, general desktop environments.
• Operating systems – Windows and Mac.
• Ability to apply logic, reasoning, analysis and interpretation skills to resolve problems.
• Ability to maintain continuous concentration, alertness and attention to detail.
• Basic understanding of hardware and software used for building security systems.
• Strong customer service skills.
• Knowledge of relevant Firm computer software programs (e.g., Outlook, Excel, PowerPoint) and ability to learn new software and operating systems.
• Effective interpersonal and communication skills, both verbally and in writing.
• Ability to handle multiple projects and shifting priorities.
• Ability to handle sensitive matters and maintain confidentiality.
• Ability to organize and prioritize work.
• Ability to work well in a demanding and fast‑paced environment, independently or within a team.
• Flexibility to travel, adjust hours and work the hours necessary to meet operating and business needs.

High school diploma or equivalent. Minimum of three years of related work experience, inclusive of two years of specialized technical training or an equivalent combination of education and experience; and knowledge of current technology applications, hardware, and software.

• Competitive salaries and year‑end discretionary…