User Support Analyst I

Skidmore, Owings & Merrill LLP (SOM); Chicago, Northern (IL, KY); Hybrid; USD 60,000 - 75,000; Full time

Job summary

Skidmore, Owings & Merrill LLP (SOM) is seeking an IT support specialist to deliver Tier 1–2 assistance to local, regional, and remote offices. You will handle tickets, emails, and Slack requests, providing on-site and remote support while rotating weekends.

The role requires staying current with policies, industry practices, and BIM-related software. Ideal candidates have a BS in a related field or equivalent experience, 2+ years in IT support, and certifications like Microsoft or CompTIA A+.

Qualifications

• BS in related field or equivalent experience.
• 2+ years in an OT support role; AEC industry desirable.
• Microsoft and/or CompTIA A+ certification desired.
• Experience configuring Windows and Mac iOS devices in Windows environments; cloud experience desirable.

Responsibilities

• Provide Tier 1 and 2 IT support to local/regional offices and remote staff.
• Respond to service desk requests (tickets, email, Slack) and manage multiple issues.
• Provide on-site, off-site, and remote support; participate in weekend rotation.
• Stay current with firm policies, best practices, and SOM products; work with diverse teams.
• Assist with other tasks and responsibilities as required.

Skills

End user support

Windows & Mac support

Cloud environments

AD & SCCM

Google Workspace

SharePoint / MS 365

Slack / Zoom / Teams

Architectural software support

Education

BS in related field or equivalent experience

Tools

MS Windows

Mac iOS devices

Microsoft SCCM

Google Workspace

Slack

Zoom

WebEx

MS Teams

Revit

AutoCAD

Rhino

Enscape

V-Ray

Bluebeam

Job description

At SOM, we are a collective committed to shaping a better future for our clients, communities and planet. We aspire to create the most sustainable, impactful work through creative, interdisciplinary teams with all the resources and diversity of a global firm. We value those who are passionate about excellence, innovation, integrity, inclusivity, and collaboration. Together we can achieve great things.

Success at SOM Means Ideas: Our highest aspirations go beyond known solutions and models. We are constantly innovating and attempting to bring new approaches, solutions and processes to our work.

Knowledge: We are not expected to know everything, but rather to passionately pursue answers. It is vital that we listen intently and are proactive about learning, integrating new skills and deepening our knowledge.

Deliverables: We strive for excellence in the concept, quality, and delivery of our work.

Individual: We believe in the individual and the wealth of attributes, skills, and knowledge that a person can develop and contribute.

Team: Our design ethos is founded on the principle of interdisciplinary integration. We foster a positive team culture in which everyone collaborates openly towards common goals. We proactively reconcile the goals and priorities of SOM and clients while fostering opportunities for design and technical excellence in alignment with the firm’s ethos.

Firm: We believe in a meritocracy of ideas. We are a collective that looks to everyone to actively contribute to the design discourse in the office.

Position Responsibilities

Provide Tier 1 and 2 end user support to the local/ regional offices, including remote/work from home staff. Promptly respond to service desk requests (tickets, emails, Slack channels, etc); prioritize and manage several open issues at one time; participate in special projects as assigned. Provide on-site, off-site, and remote support; participate in weekend support rotation, and on occasion provide weekday after hours support. Sensitivity, diplomacy, and persuasiveness in dealing with all levels of the firm; actively appreciates the diverse capabilities, insights, and ideas of others, working respectfully with individuals of diverse backgrounds, styles, abilities, and motivations. Stay current with firm policies and procedures and maintain professional and technical knowledge, including industry best practices; maintain an understanding of SOM products and their interrelationship technically and to the customer. Research effective and efficient ways to resolve problems; solution focused. Reliable and responsible, able to respond quickly to emergencies, seeing problems through to resolution; take the term “customer service” to heart Excellent oral and written communications skills. Assists with other tasks and responsibilities as may be required.

Minimum Qualifications

BS in related field or equivalent work experience; 2+ years of working experience within an OT support organization; experience in the AEC industry is desirable.

Microsoft and/or CompTIA A+ certification desired.

Experience configuring and supporting MS Windows and Mac iOS devices in a Window environment; experience working in Cloud environments desirable.

Experience configuring supporting iOS and Android mobile devices.

Experience with Windows Active Directory and Microsoft SCCM.

Experience administering, supporting and using: Google Workspace (mail/calendar/business apps), Microsoft Office, and Adobe Creative Suite File collaboration platforms such as Google Shared Drives and Microsoft Sharepoint. Messaging platforms such as Slack AV conferencing infrastructure (Neat/Crestron) and web conferencing platforms such as Zoom, WebEx, and MS Teams.

Experience supporting architectural software such as Revit, AutoCAD, Rhino, Enscape, V-Ray, and Bluebeam is desirable.

Compensation

Compensation for this role is based upon experience, qualifications, location, and education and typically ranges from $60,000 to $75,000.

For more about SOM:

www.som.com Skidmore, Owings & Merrill (SOM) is a global practice of architects, engineers, and planners renowned for designing buildings, interiors, and public spaces that push the boundaries of technical and environmental innovation. Our interdisciplinary teams collaborate across an international network of studios to deliver projects of lasting impact. Through our built work, research, and advocacy, we are advancing strategies to decarbonize the built environment. Learn more about our commitment to climate action.

Working at SOM

Our practice was built to champion inclusivity of expertise, people, and ideas. Together, we cultivate an entrepreneurial mindset that equips our teams to face new challenges. Our studio culture offers opportunities for mentorship, growth, and leadership across project teams, offices, and employee resource groups.

SOM is proud to be an equal opportunity and affirmative action employer, and we have been recognized with the highest ranking awarded on the Human Rights Campaign Foundation’s Corporate Equality Index. We publish an annual Impact Report as part of our ongoing commitment to advancing equity in our practice and the profession.

Our Benefits

Our comprehensive benefits package is built to support many facets of your well-being—your health, your financial future, and your continued professional growth. We offer medical, dental, vision, disability, life, and accident insurance. We also offer retirement support, free access to employee assistance programs for employees and family members, workplace flexibility, paid holidays, family leave, and paid time off. We reimburse costs for professional licenses, certifications, and exams, and offer specialized, in-house career development and mentorship programs designed to help you advance your knowledge and expertise.

Notice to Applicants

Portfolios must be submitted for all design positions (Architecture, Interiors, Planning, etc). Applications without work samples will not be reviewed. Portfolios should be one PDF attachment, 10-20 pages, maximum 5 MB. Submit portfolios as part of your application in the section where the application asks you for your Resume or CV.

Learn more about SOM's employment policy and how to apply offline here.