User Support Analyst - 9:30 a.m. - 6:00 p.m.

Sidley Austin LLP; Houston (TX); On-site; USD 71,000 - 90,000; Full time

Job summary

Sidley Austin LLP is seeking a User Support Analyst in Texas to deliver Level II hardware and software assistance. You will troubleshoot Windows 11 PCs, VoIP telephony, imaging, smartphones, and Microsoft Office, while maintaining accurate asset records.

This role requires strong communication, organization and problem-solving skills, plus experience with ITSM, Citrix remote access, SCCM, Intune, and vendor coordination. A bachelor’s degree or equivalent experience is required.

Qualifications

• Experience supporting Windows-based computers, incl. Windows 11.
• Experience with VoIP telephony solutions.
• Experience with enterprise imaging for Windows.
• Experience supporting smartphones (iPhone/Android).
• Experience with Microsoft Office and remote access tech (Citrix).
• Familiarity with Adobe Acrobat and document management (NetDocuments).
• Experience with Cisco Telephony, Microsoft Intune and SCCM.

Responsibilities

• Provide Level II hardware and software support.
• Resolve user inquiries via active listening and service excellence.
• Perform imaging, post-image configuration, maintenance and printer troubleshooting.
• Coordinate hardware moves, changes and exchanges.
• Support telephones, handsets and base units.
• Assist with hardware/software upgrades and office moves.
• Manage and process hardware warranty claims with vendors.
• Document user requests and incidents in ITSM system.

Skills

Interpersonal communication

Analytical thinking

Problem solving

Attention to detail

Organizational skills

Education

Bachelor’s degree or equivalent work experience

Tools

Windows 11

VoIP technology

Citrix Remote Access

Imaging solutions

Microsoft Office

Adobe Acrobat

NetDocuments

Cisco Telephony

Microsoft Intune

SCCM

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:Required:Bachelor’s degree or equivalent work experienceA 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 11Experience supporting VoIP Telephony solutionsExperience with enterprise imaging solutions for Windows-based computersExperience supporting Smartphones, e.g., iPhone, AndroidExperience supporting Microsoft Office Applications and Remote Access technology, such as CitrixPreferred:Law Firm or Professional Services experienceA+, ITIL and Microsoft Office Application certificationsExperience 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 SCCMOther 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-TM1The target salary range for this role is:$70,500 - $89,900 if located in Texas.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.