Remote Tier 1/2 User Support Analyst I

SOM; Chicago (IL); Hybrid; USD 60,000 - 75,000; Full time

Job summary

SOM is seeking an IT support professional in Chicago to deliver Tier 1 and 2 end user support across local and regional offices, including remote staff. The role involves responding to tickets, supporting on-site and off-site work, and participating in weekend rotations while staying current with firm policies.

The candidate should have a BS in a related field or equivalent experience, 2+ years in OT support, and desirable certifications such as Microsoft or CompTIA A+.

Qualifications

• BS in related field or equivalent experience.
• 2+ years in OT support; AEC industry desirable.
• Microsoft and/or CompTIA A+ certification desired.
• Experience configuring and supporting MS Windows and Mac iOS devices in a Windows environment; cloud experience desirable.
• Experience configuring supporting iOS and Android mobile devices.

Responsibilities

• Provide Tier 1 and 2 end user support to local/regional offices, including remote/work from home staff.
• Respond to service desk requests (tickets, emails, Slack, etc.); prioritize and manage multiple issues.
• Provide on-site, off-site, and remote support; participate in weekend support rotation; occasional after-hours support.
• Exhibit diplomacy and collaboration with colleagues at all levels; value diverse backgrounds and ideas.
• Stay current with firm policies and maintain knowledge of SOM products and interrelationships.
• Research effective/efficient problem-solving approaches; be solution focused.
• Respond quickly and reliably to emergencies; take customer service seriously.
• Maintain excellent oral and written communications.
• Assist with other tasks and responsibilities as required.

Skills

Customer service

Communication

Problem solving

Teamwork

Education

BS in related field or equivalent

Tools

Windows

Mac iOS devices

Active Directory

SCCM

Cloud environments

Revit

AutoCAD

Rhino

Enscape

V-Ray

Bluebeam

Job description

SOM is seeking an IT support professional in Chicago to deliver Tier 1 and 2 end user support across local and regional offices, including remote staff. The role involves responding to tickets, supporting on-site and off-site work, and participating in weekend rotations while staying current with firm policies.

The candidate should have a BS in a related field or equivalent experience, 2+ years in OT support, and desirable certifications such as Microsoft or CompTIA A+.