Night-Shift IT Service Desk Technician

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

Benefits offered by this job

Bonus eligibility

Comprehensive benefits

Job summary

Sidley Austin LLP in Illinois is seeking a Service Desk Technician to provide high-quality end-user support via phone and email. The role involves resolving a wide range of hardware, software, and network issues, and maintaining incident records in the ITSM system.

You will work independently and on a team, escalate to Level II/III engineers as needed, and contribute to knowledgebase updates. A BA/BS or equivalent, plus at least three years of hands-on IT support experience, is required.

Qualifications

• BA/BS degree or equivalent work experience; 3+ years providing advanced user support across common enterprise apps.
• Experience supporting Documents Management Systems, MS Office, browsers, and remote access tools (Citrix, VPN).
• Microsoft Office certifications preferred.

Responsibilities

• Assist users to resolve computer problems incl. hardware/software and network connections.
• Resolve inquiries effectively with active listening and service-excellence focus.
• Provide end-user support for hardware, software, printers, and mobile devices; document requests in ITSM system.
• Escalate to Level II/III engineers and collaborate with IT groups for rapid resolution.
• Maintain ownership of inquiries through resolution and ensure SLA adherence.
• Contribute to knowledgebase updates and cross-train with teammates.

Skills

Customer service

Active listening

Problem solving

Interpersonal communication

Time management

Multitasking

Confidentiality

Teamwork

Pressure handling

Education

BA/BS degree or equivalent

Microsoft Office certifications

Tools

Windows OS

Citrix

VPN

Outlook

Office Suite

Adobe Acrobat Pro

ITSM system

Job description

Sidley Austin LLP in Illinois is seeking a Service Desk Technician to provide high-quality end-user support via phone and email. The role involves resolving a wide range of hardware, software, and network issues, and maintaining incident records in the ITSM system.

You will work independently and on a team, escalate to Level II/III engineers as needed, and contribute to knowledgebase updates. A BA/BS or equivalent, plus at least three years of hands-on IT support experience, is required.