Hybrid IT Service Desk Analyst

LLP; Chicago (IL); Hybrid; USD 63,000 - 75,000; Full time

Benefits offered by this job

Bonus eligibility

Benefits package

Job summary

Sidley Austin LLP is hiring a Service Desk Analyst to deliver high-quality user support to our end-user population. You will resolve IT concerns by leveraging strong hardware and software knowledge, working independently and as part of a team in a hybrid environment.

Requirements include a BA/BS or equivalent, 2+ years of Windows and Office support, experience with Citrix and remote access, and strong communication and problem-solving skills.

Qualifications

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

Responsibilities

• Assists users to resolve computer related problems including inoperative hardware or software.
• Resolve customer inquiries efficiently with strong listening and service focus.
• Document and maintain user request and incident records in IT Service Management System.
• Escalate calls to Level II/III IT staff as needed.
• Meet and exceed performance standards including abandon rate, first call resolution and SLAs.
• Execute basic system administration tasks such as password administration and queue management.

Skills

Organizational skills

Attention to detail

Judgment

Interpersonal communication

Analytical/problem-solving

Discretion/confidentiality

Trabajo bajo presión

Multi-project management

Education

BA/BS degree or equivalent

Tools

Windows 10

Citrix

Microsoft Office

SCCM

Adobe Acrobat

Job description

Sidley Austin LLP is hiring a Service Desk Analyst to deliver high-quality user support to our end-user population. You will resolve IT concerns by leveraging strong hardware and software knowledge, working independently and as part of a team in a hybrid environment.

Requirements include a BA/BS or equivalent, 2+ years of Windows and Office support, experience with Citrix and remote access, and strong communication and problem-solving skills.