Service Desk Technician - 11:00 a.m. - 8:00 p.m.

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

Job summary

Sidley Austin LLP is seeking a Service Desk Analyst to deliver high-quality IT support to end users in a hybrid environment in Illinois. The role emphasizes resolving hardware, software, and network issues with strong customer service skills and technical knowledge.

You will document requests, escalate when needed, and contribute to knowledge bases while meeting SLAs and participating in upgrades and onboarding of large groups. Salary targets reflect Illinois market standards.

Qualifications

• BA/BS degree or equivalent work experience.
• Minimum 2 years of direct user support in a high-performance environment.
• Experience supporting Windows-based computers (Windows 10).
• Experience supporting Smartphones (iOS/Android) and Microsoft Office applications.

Responsibilities

• Assist users to resolve computer problems, including hardware, software, and network issues.
• Document and maintain incident records in the ITSM system; own inquiries through resolution.
• Escalate complex issues to Level II/III IT staff as per procedures.
• Meet and exceed performance standards (abandon rate, first call resolution, SLAs).
• Perform routine systems administration tasks (password resets, queue management).
• Update Knowledgebase articles and share knowledge with teammates.
• Assist with hardware/software upgrades and large-group onboarding.

Skills

Customer service

Active listening

Problem solving

Interpersonal communication

Attention to detail

Organizational skills

Work under pressure

Confidentiality

Education

BA/BS or equivalent

Tools

Windows 10

Citrix

Microsoft 365/Office

Remote Access technologies

Job description

The Service Desk Analyst 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 IT concerns with the use of their strong technical knowledge of hardware and software. The Service Desk Analyst will work independently, and as part of a team, to deliver outstanding service and support. Essential Duties and ResponsibilitiesDuties and Responsibilities:Assists users to resolve computer related problems such as inoperative hardware orsoftware, including network connections. Resolve customer inquiries efficiently and effectivelythrough the use of active listening and personalizing techniques with a constant focus on serviceexcellence.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, networkand device troubleshooting.Software support functions include, but are not limited to, answering an array of job-specificHow-To questions and the installation, basic configuration and troubleshooting of applications thatare 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 withthe customer.Escalate calls, as necessary, to Level II and III IT staff, or authorized contractors, toresolve problems or fulfill requests according to established escalation procedures.Meet and exceed team and individual performance standards including abandon rate, first callresolution and SLAs.Execute basic and routine systems administration tasks (e.g., password administration and printqueue management).Utilize, create, and submit updates to Knowledgebase articles and share knowledge through otherdesignated forums with Service Desk teammates.Assist with projects such hardware or software upgrades and on-boarding of largegroups.Perform other duties as required.Education and/or Experience:Required:BA/BS degree or equivalent work experienceA minimum of 2 years of experience providing direct and exceptional user support in a highperformance cultureA minimum of 2 years of experience supporting Windows-based computers, including MicrosoftWindows 10A minimum of 2 years of experience supporting Smartphones, e.g., iPhone, AndroidA minimum of 2 years of experience supporting Microsoft Office Applications and Remote Access technology, such as CitrixPreferred:Experience with Citrix and legal specific applicationsITIL and Microsoft Office Application certificationsExperience using and supporting Adobe Acrobat, iManage Document Management Solutions, AvayaTelephony, Blackberry Work, and Mac in an enterprise as well as experience deploying operatingsystems with SCCMAbility to type 40 wpmOther Skills and Abilities:The following will also be required of the successful candidate:Strong organizational skillsStrong attention to detailGood judgmentStrong interpersonal communication skillsStrong analytical and problem-solving skillsAble to work harmoniously and effectively with othersAble to preserve confidentiality and exercise discretionAble to work under pressureAble to manage multiple projects with competing deadlines and priorities#LI-Hybrid#LI-JW1The 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 .To perform this job successfully, an individual must be able to perform the Duties and Responsibilities above satisfactorily and meet the requirements. The requirements listed above are representative of the minimum knowledge, skill, and/or ability required. 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.