User Support Analyst

Sidley Austin LLP; New York (NY); Vor Ort; USD 81.000 - 102.000; Vollzeit

Benefits dieser Stelle

Bonus eligibility

Comprehensive benefits

Zusammenfassung

Sidley Austin LLP is seeking a User Support Analyst to deliver Level II technical support for a broad range of hardware, software, and connectivity issues in New York. The role requires independent work and collaboration to resolve incidents, support enterprise imaging, and manage hardware assets across the firm.

The candidate should have a BA/BS, at least 2 years in user support, and experience with Windows 11, VoIP, Citrix, SCCM, and mobile devices.

Qualifikationen

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

Aufgaben

• Provide Level II technical support for hardware, software, and network-related issues.
• Troubleshoot and resolve user incidents with strong problem-solving and listening skills.
• Perform hardware moves, imaging, and post-imaging configurations; manage asset records.
• Provide break/fix support for telephones and devices; coordinate with vendors for warranty repairs.
• Document requests in IT Service Management system and assist with software upgrades and office moves.
• Support Windows applications and third-party software; assist with remote access and SCCM deployments.

Kenntnisse

Windows support

VoIP telephony

Enterprise imaging

Remote access (Citrix)

Asset management

Problem solving

Customer service

Ausbildung

BA/BS degree

Tools

SCCM

Citrix

Adobe Acrobat

Zoom

Jobbeschreibung

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:

The following will also be required of the successful candidate:

• 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-MR1

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.

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.