User Support Analyst - 8:30 a.m. - 4:30 p.m.

Sidley Austin (DC) LLP; Charlotte (NC); On-site; USD 67,000 - 86,000; Full time

Job summary

Sidley Austin LLP in North Carolina seeks a User Support Analyst to provide Level II hardware and software support. You will resolve complex issues, image and configure devices, and coordinate with vendors for repairs and upgrades.

The role requires strong end-user support in a fast-paced environment. You will handle desktop, mobile, VoIP, and imaging tasks, maintain asset records, and assist with software upgrades and LDAP/AD related activities.

Qualifications

• Bachelor's degree or equivalent work experience.
• Minimum 2 years of direct user support in a high performance culture.
• Experience supporting Windows-based computers (Windows 11).
• Experience supporting VoIP Telephony solutions.
• Experience with imaging solutions for Windows-based computers.
• Experience supporting smartphones (iPhone, Android).
• Experience with Microsoft Office Applications and remote access (Citrix).

Responsibilities

• Assist users to resolve computer related problems including network connections.
• Provide break/fix support for telephones and network devices.
• Assist with hardware moves, changes and exchanges.
• Perform imaging and post-image configurations; preventative maintenance.
• Configure and support standard applications and third-party software.
• Document and maintain user requests and incidents in ITSM system.
• Coordinate with vendors on warranty repairs and upgrades.

Skills

Windows support

VoIP Telephony

Imaging solutions

Office applications

Citrix

Intune

SCCM

Education

Bachelor's degree

ITIL certification

Tools

Cisco Telephony

Microsoft Intune

NetDocuments

Adobe Acrobat

Mac management

Job description

The User Support Analyst is responsible for providing Level II technical hardware and software support. 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 User Support Analyst will work independently and as part of a team.

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

• Bachelor's 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, Cisco Telephony, Microsoft Intune, 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

Salary

The target salary range for this role is: $67,100 - $85,550 if located in North Carolina. 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.

Equal Opportunity Employer

Sidley Austin LLP is an Equal Opportunity Employer.

Reasonable Accommodations

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).

About Sidley

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.

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.