User Support Analyst

Location: New York

Summary 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.

Essential 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 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.

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 culture, including:

Experience supporting Windows-based computers, including Microsoft Windows 10

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 experienceA+, ITIL and Microsoft Office Application certifications

Experience using and supporting Adobe Acrobat, iManage Document Management Solutions, Cisco Telephony, Blackberry Work, and Mac in an enterprise as well as experience deploying operating systems with SCCMOther

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

The target salary range for this role is:$80,000 to $102,000 if located in New York 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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