IT Support Analyst, Level II

Sidley Austin (NY) LLP; New York (NY); On-site; USD 81,000 - 102,000; Full time

Benefits offered by this job

Bonus eligibility

Comprehensive benefits

Job summary

Sidley Austin LLP seeks a User Support Analyst to deliver Level II technical support across hardware, software, and related technology in a high-performance environment. You will troubleshoot, image, configure, and maintain devices, assist with moves, and support enterprise applications, VoIP, and remote access.

You will grow through hands-on troubleshooting, strong problem-solving, and collaboration with IT teams to ensure service excellence.

Qualifications

• BA/BS degree or equivalent work experience.
• Minimum 2 years of experience providing direct and exceptional user support in a high performance culture.
• Experience supporting Windows-based computers including Windows 11 and VoIP telephony.
• Experience with enterprise imaging solutions for Windows-based computers.
• Experience supporting smartphones (iPhone, Android) and Microsoft Office applications.
• Experience with remote access technology such as Citrix.

Responsibilities

• Assist users to resolve computer-related problems including hardware, software, and network connections.
• Resolve inquiries efficiently with active listening and service-oriented approach.
• Provide end user, desktop, laptop, and mobile device support; assist with office moves and events.
• Perform hardware imaging, configurations, maintenance, and basic printer troubleshooting with vendors.
• Troubleshoot and support standard applications; install/configure software; manage third-party apps with vendors.
• Manage assets and inventory records; coordinate hardware moves and exchanges.
• Provide break/fix support for telephones and related equipment.
• Document and maintain user request and incident records in the ITSM system.

Skills

Interpersonal communication

Analytical skills

Problem solving

Time management

Education

BA/BS degree or equivalent

Tools

Windows 11

VoIP telephony

SCCM

Citrix

Adobe Acrobat

NetDocuments

Zoom

Mac support

Job description

Sidley Austin LLP seeks a User Support Analyst to deliver Level II technical support across hardware, software, and related technology in a high-performance environment. You will troubleshoot, image, configure, and maintain devices, assist with moves, and support enterprise applications, VoIP, and remote access.

You will grow through hands-on troubleshooting, strong problem-solving, and collaboration with IT teams to ensure service excellence.