Service Desk Specialist: Windows & Mobile IT Support

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

Job summary

Sidley Austin LLP in Chicago, IL is seeking a Service Desk Analyst to provide high quality end-user support by phone and email, resolving IT concerns with strong hardware and software knowledge. The role includes handling hardware/software problems, basic printer/network issues, documenting requests, and escalating to Level II/III as needed, while meeting SLA targets.

The ideal candidate has a BA/BS, 2+ years in a similar role, Windows and Office experience, Citrix, and a customer-focused,

Qualifications

• BA/BS degree or equivalent work experience.
• 2+ years of experience providing direct end-user support in a high-performance culture.
• 2+ years of experience supporting Windows-based computers, including Windows 10.
• 2+ years of experience supporting Smartphones (iPhone/Android).
• 2+ years of experience supporting Microsoft Office applications and Remote Access technology such as Citrix.
• Experience with Citrix and legal-specific applications.
• ITIL and Microsoft Office Certification(s).
• Experience using and supporting Adobe Acrobat, iManage, Avaya, Telephony, Blackberry Work, SCCM.
• Ability to type 40 wpm.

Responsibilities

• Assists users to resolve computer related problems such as inoperative hardware or software.
• Resolve customer inquiries efficiently and effectively through active listening and personalization.
• Document and maintain user request and incident records in IT Service Management System.
• Maintain ownership of user inquiries and requests through resolution, owning the relationship with the customer.
• Escalate calls to Level II and III IT staff or contractors per escalation procedures.
• Meet and exceed team and individual performance standards including abandon rate, first call resolution and SLAs.
• Execute basic system administration tasks (e.g., password administration and print queue management).
• Assist with projects such hardware or software upgrades and on-boarding of large groups.

Skills

Customer service

Active listening

Communication skills

Problem solving

Attention to detail

Strong organizational skills

Work under pressure

Confidentiality and discretion

Multi-tasking

Education

BA/BS degree or equivalent work experience

Tools

Windows

Citrix

Microsoft Office

Remote Access

SCCM

Adobe Acrobat

iManage

Avaya

Job description

Sidley Austin LLP in Chicago, IL is seeking a Service Desk Analyst to provide high quality end-user support by phone and email, resolving IT concerns with strong hardware and software knowledge. The role includes handling hardware/software problems, basic printer/network issues, documenting requests, and escalating to Level II/III as needed, while meeting SLA targets.

The ideal candidate has a BA/BS, 2+ years in a similar role, Windows and Office experience, Citrix, and a customer-focused,