Hybrid IT Service Desk Technician

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

Job summary

Sidley Austin LLP is seeking a Service Desk Analyst to deliver high-quality IT support to end users in a hybrid environment in Illinois. The role emphasizes resolving hardware, software, and network issues with strong customer service skills and technical knowledge.

You will document requests, escalate when needed, and contribute to knowledge bases while meeting SLAs and participating in upgrades and onboarding of large groups. Salary targets reflect Illinois market standards.

Qualifications

• BA/BS degree or equivalent work experience.
• Minimum 2 years of direct user support in a high-performance environment.
• Experience supporting Windows-based computers (Windows 10).
• Experience supporting Smartphones (iOS/Android) and Microsoft Office applications.

Responsibilities

• Assist users to resolve computer problems, including hardware, software, and network issues.
• Document and maintain incident records in the ITSM system; own inquiries through resolution.
• Escalate complex issues to Level II/III IT staff as per procedures.
• Meet and exceed performance standards (abandon rate, first call resolution, SLAs).
• Perform routine systems administration tasks (password resets, queue management).
• Update Knowledgebase articles and share knowledge with teammates.
• Assist with hardware/software upgrades and large-group onboarding.

Skills

Customer service

Active listening

Problem solving

Interpersonal communication

Attention to detail

Organizational skills

Work under pressure

Confidentiality

Education

BA/BS or equivalent

Tools

Windows 10

Citrix

Microsoft 365/Office

Remote Access technologies

Job description

Sidley Austin LLP is seeking a Service Desk Analyst to deliver high-quality IT support to end users in a hybrid environment in Illinois. The role emphasizes resolving hardware, software, and network issues with strong customer service skills and technical knowledge.

You will document requests, escalate when needed, and contribute to knowledge bases while meeting SLAs and participating in upgrades and onboarding of large groups. Salary targets reflect Illinois market standards.