Night-Shift IT Service Desk Technician

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

Benefits offered by this job

Bonus eligibility

Benefits program

Job summary

Sidley Austin LLP is seeking a Service Desk Technician in Chicago to deliver high-quality end-user support via phone and email. The role involves resolving hardware, software, and network issues, maintaining incident records, and collaborating with Level II/III engineers to provide timely service.

The position requires a BA/BS or equivalent with at least three years of experience in a similar environment, including smartphones support and strong customer service skills.

Qualifications

• BA/BS degree or equivalent work experience.
• A minimum of three years of advanced support of core applications (Office, DMS, browsers, Acrobat, etc.).
• A minimum of three years of direct user support in a high-performance culture.
• Experience supporting Smartphones (iPhone, Android).
• Proven ability to build relationships and mentor team members.

Responsibilities

• Assist users to resolve computer problems including hardware/software and network connections.
• Provide end-user hardware and software support and basic printer, network, and device troubleshooting.
• Install, configure, and troubleshoot standard applications and remote access tools.
• Document and manage user requests in ITSM system and own inquiries through resolution.
• Escalate to engineers and other IT groups to achieve rapid service recovery.
• Meet or exceed performance metrics including first call resolution and SLAs.
• Perform routine system administration tasks such as password and mailbox management.
• Participate in cross-training and onboarding of new team members.
• Lead/assist with hardware or software upgrade projects and group onboarding.

Skills

Strong organizational skills

Excellent communication

Customer service oriented

Active listening

Team collaboration

Problem solving

Education

BA/BS degree or equivalent

Tools

Document Management Systems

Microsoft Office Suite

Adobe Acrobat Pro

Citrix

VPN

Job description

Sidley Austin LLP is seeking a Service Desk Technician in Chicago to deliver high-quality end-user support via phone and email. The role involves resolving hardware, software, and network issues, maintaining incident records, and collaborating with Level II/III engineers to provide timely service.

The position requires a BA/BS or equivalent with at least three years of experience in a similar environment, including smartphones support and strong customer service skills.