Service Desk Technician - 9:30 a.m. - 6:30 p.m

The Service Desk Analyst is responsible for providing high quality customer service interactions with the firm’s end user population via the telephone and email. They will facilitate and resolve a wide variety of requests, inquiries and IT concerns with the use of their strong technical knowledge of hardware and software. The Service Desk Analyst will work independently, and as part of a team, to deliver outstanding service and support.

Essential Duties and Responsibilities

Duties and Responsibilities:

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 basic printer, network and device troubleshooting.

Software support functions include, but are not limited to, answering an array of job-specific

How-To questions and the installation, basic configuration and troubleshooting of applications thatare standard within Sidley’s environment or otherwise approved for installation.

Document and maintain user request and incident records in IT Service Management System.

Maintain ownership of user inquiries and requests through resolution, owning the relationship withthe customer.

Escalate calls, as necessary, to Level II and III IT staff, or authorized contractors, toresolve problems or fulfill requests according to established escalation procedures.

Meet and exceed team and individual performance standards including abandon rate, first callresolution and SLAs.Execute basic and routine systems administration tasks (e.g., password administration and printqueue management).Utilize, create, and submit updates to Knowledgebase articles and share knowledge through other designated forums with Service Desk teammates.

Assist with projects such hardware or software upgrades and on-boarding of large groups.

Perform other duties as required.

Education and/or

Experience:

Required:

BA/BS degree or equivalent work experienceA minimum of 2 years of experience providing direct and exceptional user support in a high performance cultureA minimum of 2 years of experience supporting Windows-based computers, including Microsoft Windows 10A minimum of 2 years of experience supporting Smartphones, e.g., iPhone, AndroidA minimum of 2 years of experience supporting Microsoft Office Applications and Remote Access technology, such as Citrix Preferred:

Experience with Citrix and legal specific applicationsITIL and Microsoft Office Application certifications

Experience using and supporting Adobe Acrobat, iManage Document Management Solutions, Avaya Telephony, Blackberry Work, and Mac in an enterprise as well as experience deploying operating systems with SCCMAbility to type 40 wpm Other

Skills and Abilities:

The following will also be required of the successful candidate:

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#LI-Hybrid#LI-JW1

The target salary range for this role is:$62,600 - $75,000 if located in Illinois.

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  .To perform this job successfully, an individual must be able to perform the Duties and Responsibilities above satisfactorily and meet the requirements.

The requirements listed above are representative of the minimum knowledge, skill, and/or ability required. 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 Austin LLP is an Equal Opportunity Employer.
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