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

Availability Schedule

• Monday: 8:00 p.m. to 6:00 a.m.
• Wednesday: 10:00 p.m. to 9:00 a.m.
• Saturday: 7:00 p.m. to 6:00 a.m.
• Sunday: 6:00 p.m. to 6:00 a.m.

The Service Desk Technician is responsible for providing high quality customer service interactions with the firm’s end user population via the telephone and email. They will facilitate and resolve a wide variety of requests, inquiries and complaints with the use of their extensive technical knowledge of hardware and software. The Service Desk Technician will work independently, and as part of a team, to deliver outstanding service and support.

Duties and Responsibilities

• Assists users to resolve computer related problems such as inoperative hardware or software, including network connections.
• Resolve customer inquiries efficiently and effectively through the use of active listening and personalizing techniques with a constant focus on service excellence.
• Hardware Support functions include, but are not limited to, end user support, desktop support, laptop support, visiting office setups, and mobile device support.
• Perform basic printer, network and device troubleshooting.
• Software support functions include, but are not limited to, answering an array of job-specific How-To questions and the installation, basic configuration and troubleshooting of applications that are standard within Sidley’s environment or otherwise approved for installation.
• 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 to and closely collaborate with various Level II and III Engineers and other IT groups to obtain knowledge and system access that allows for the highest level of customer service and quick resolution at the Service Desk level.
• Meet and exceed team and individual performance standards including abandon rate, first call resolution and SLAs.
• Execute basic and routine systems administration tasks (e.g., password administration, updating Outlook distribution list, and mailbox rights requests.)
• Participate in cross-training and shadowing with new Service Desk team members
• Lead and assist with projects such hardware or software upgrades and on-boarding of large groups.
• Utilize, create, evaluate and submit updates to Knowledgebase articles and share knowledge through other designated forums with Service Desk teammates.
• Perform other duties as required.

Education and/or Experience

Education and/or Experience: Required: BA/BS degree or equivalent work experience, with a preference for those with a degree A minimum of three years of experience providing advanced support of the following applications: Document Management Systems, Microsoft Office Suite, Document Comparison Applications, Adobe Acrobat Professional, various Internet Browsers, network resources, Windows operating systems, web interfaces, and remote access, i.e., Citrix, VPN, etc. A minimum of three years providing direct and exceptional user support in a high performance culture A minimum of three years of experience supporting Smartphones, e.g., iPhone, Android Proven success building strong relationships with team members and mentoring in support of organization-wide initiatives. Preferred: A minimum of three years of prior law firm or professional services experience. Microsoft Office Application certifications.

Other Skills and Abilities

• Strong organizational skills
• Strong attention to detail
• Good judgment
• Strong interpersonal communication skills
• Strong analytical and problem solving skills
• Able to work harmoniously and effectively with others
• Able to preserve confidentiality and exercise discretion
• Able to work under pressure
• Able to manage multiple projects with competing deadlines and priorities
• #LI-Hybrid #LI-TM1

The target salary range for this role is: $62,600 - $75,000 if located in Illinois. Salaries vary by location and are based on numerous factors, including, but not limited to, the relevant market, skills, experience, and education of the selected candidate. Our compensation package also includes bonus eligibility and a comprehensive benefits program. Benefits information can be found at Sidley.com/Benefits.

Reasonable accommodations will be made to enable individuals with disabilities to perform the essential functions of the job.

If you need such an accommodation, please email [e-mail] (current employees should contact Human Resources).

Sidley Austin LLP is an Equal Opportunity Employer.

Sidley employs approximately 2,300 lawyers working with our clients in complex transactional, restructuring, crisis management, investigation, regulatory, and litigation matters. Our 160 years of perspective and reach are truly global, supported by 21 offices strategically situated in key commercial, regulatory, and financial centers across the world. Our lawyers and business professionals, fluent in more than 75 languages, possess the cultural awareness and cross-border legal acumen needed to bring clarity to a dynamic business landscape.