User Support Analyst

Sidley Austin (NY) LLP; New York (NY); On-site; USD 81,000 - 102,000; Full time

Benefits offered by this job

Bonus eligibility

Comprehensive benefits

Job summary

Sidley Austin LLP seeks a User Support Analyst to deliver Level II technical support across hardware, software, and related technology in a high-performance environment. You will troubleshoot, image, configure, and maintain devices, assist with moves, and support enterprise applications, VoIP, and remote access.

You will grow through hands-on troubleshooting, strong problem-solving, and collaboration with IT teams to ensure service excellence.

Qualifications

• BA/BS degree or equivalent work experience.
• Minimum 2 years of experience providing direct and exceptional user support in a high performance culture.
• Experience supporting Windows-based computers including Windows 11 and VoIP telephony.
• Experience with enterprise imaging solutions for Windows-based computers.
• Experience supporting smartphones (iPhone, Android) and Microsoft Office applications.
• Experience with remote access technology such as Citrix.

Responsibilities

• Assist users to resolve computer-related problems including hardware, software, and network connections.
• Resolve inquiries efficiently with active listening and service-oriented approach.
• Provide end user, desktop, laptop, and mobile device support; assist with office moves and events.
• Perform hardware imaging, configurations, maintenance, and basic printer troubleshooting with vendors.
• Troubleshoot and support standard applications; install/configure software; manage third-party apps with vendors.
• Manage assets and inventory records; coordinate hardware moves and exchanges.
• Provide break/fix support for telephones and related equipment.
• Document and maintain user request and incident records in the ITSM system.

Skills

Interpersonal communication

Analytical skills

Problem solving

Time management

Education

BA/BS degree or equivalent

Tools

Windows 11

VoIP telephony

SCCM

Citrix

Adobe Acrobat

NetDocuments

Zoom

Mac support

Job description

The User Support Analyst provides Level II technical support for a broad range of hardware, software, and technology-related issues. Leveraging strong technical knowledge and problem-solving skills, the Analyst troubleshoots and resolves user requests and incidents while delivering responsive, high-quality service. The role requires the ability to work independently and collaboratively to identify solutions, resolve technical issues, and support the effective use of the Firm’s technology.

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 computer imaging and post image configurations, preventative maintenance, and basic printer troubleshooting working with the vendor on repairs.
• Software support functions include, but are not limited to, troubleshooting of applications that are standard within Sidley's environment, installation and configuration of software, updates and preventative maintenance, and support of third-party applications in coordination with vendors.
• Manage the assets that are both deployed and in inventory, maintain accurate Asset records for each user and each piece of equipment.
• Coordinate and perform Hardware moves, changes and exchanges.
• Provide break/fix support for telephones, including handsets, telephone cords and telephone base-units.
• Assist with projects such hardware or software upgrades, office moves and special events.
• Manage and process Hardware warranty claims and issues, and facilitate warranty repairs with third party vendors.
• Document and maintain user request and incident records in IT Service Management System.
• Perform other duties as required.

Education and/or Experience

Required:

• BA/BS degree or equivalent work experience.
• A minimum of 2 years of experience providing direct and exceptional user support in a high performance culture, including:
  • Experience supporting Windows-based computers, including Microsoft Windows 11
  • Experience supporting VoIP Telephony solutions
  • Experience with enterprise imaging solutions for Windows-based computers
  • Experience supporting Smartphones, e.g., iPhone, Android
  • Experience supporting Microsoft Office Applications and Remote Access technology, such as Citrix

Preferred:

• Law Firm or Professional Services experience
• A+, ITIL and Microsoft Office Application certifications
• Experience using and supporting Adobe Acrobat, NetDocuments Document Management Solutions, Zoom and Mac in an enterprise.
• As well as experience deploying operating systems with SCCM

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

The target salary range for this role is: $80,500 to $102,000 if located in New York. 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 is an elite global law firm with a known reputation of deploying innovative strategies to achieve powerful results. Business professionals are essential to the firm’s ability to deliver the highest quality legal services to our clients. We are always looking for talented, motivated individuals who thrive in a performance-driven culture to join our team. We encourage you to explore current openings and check back for future opportunities that align with your skills, experience, and career goals.

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.