Help Desk Analyst

Neal, Gerber & Eisenberg LLP; Chicago (IL); On-site; USD 70,000 - 80,000; Full time

Job summary

Neal, Gerber & Eisenberg LLP, a mid-sized Chicago Loop law firm, seeks a Help Desk Analyst for its IT Department to support hardware, software, and ITSM processes.

The role requires 3 years of technical support experience, a BS degree or equivalent, and strong communication skills. Law-firm experience and relevant certifications are a plus; on-site work in Chicago is expected.

Qualifications

• 3 years of experience providing technical support in a professional services firm environment.
• Bachelor’s degree in Computer Science or similar preferred.
• MOS, A and/or HDI Certifications preferred.

Responsibilities

• Log support calls in the ITSM system and document troubleshooting steps.
• Take ownership of emailed incidents and requests and document steps to resolve.
• Provide technical support on all Firm hardware and software.
• Troubleshoot problems and re-assign to other teams when needed.
• Update asset management information for Firm hardware in the ITSM system.
• Train and support users on specialized software used by Firm departments.
• Provide support and testing for conference and audio-visual equipment.
• Work on special projects assigned by the Help Desk Manager and Director of IS.

Skills

3 years IT support

Communication skills

Windows administration

Phone & in-person support

Project prioritization

Education

Bachelor's degree in CS or similar

High school diploma or GED

Tools

iManage

Microsoft O365

Power PDF

ServiceDesk Plus Cloud

Job description

Neal, Gerber & Eisenberg LLP is a mid-sized Chicago Loop law firm seeking a Help Desk Analyst for its IT Department.

Principal Duties & Responsibilities

• Log support calls in the IT Service Management (ITSM) system along with the steps taken to troubleshoot and resolve each incident
• Take ownership of emailed incidents and requests created in the ITSM system and document the steps taken to troubleshoot and resolve
• Provide technical support on all Firm hardware and software
• Trouble-shoot problems and provide detailed information; when necessary, re-assign or discuss incidents/requests to other support teams
• Update asset management information for Firm hardware in the ITSM system
• Train and support users on specialized software products used by various Firm administrative departments and practice groups
• Provide support and regular testing for firm conference and audio-visual equipment
• Work on special projects assigned by the Help Desk Manager and Director of Information Services

Qualifications

• High school diploma or General Educational Development (GED) credential required; Bachelor’s degree in Computer Science or similar preferred
• 3 years of experience providing technical support in a professional services firm environment required; law firm experience preferred
• Preferred to have or working towards MOS, A and/or HDI Certifications
• Excellent oral and written communication skills and ability to communicate with users virtually
• Knowledge of professional standard software and hardware
• Knowledge of networking technologies and MS Windows system administration
• Ability to communicate efficiently and support with users over the phone and in person
• Ability to organize and prioritize multiple projects effectively
• Software Experience Preferred:
• iManage
• Microsoft O365 Platform
• Power PDF
• ServiceDesk Plus Cloud

PHYSICAL DEMANDS & WORK ENVIRONMENT:

While performing this job, the employee is regularly required to sit, use hands to handle or feel objects, reach with hands and arms, and talk or hear. The employee may occasionally need to stand and walk and must frequently lift or move up to 10 pounds. This role requires close and distance vision, depth perception, and the ability to adjust focus.

Compensation

The expected salary range for this position is $70,000 – $80,000 per year. Actual pay will be based on experience, education, job-related knowledge, market indicators and internal pay equity. At NGE cash compensation is a starting point and we offer an exceptional Total Rewards Package for our business professionals. To learn more about the NGE Experience, please visit: www. careers.nge.com.