User Support Analyst I (Remote & On-Site Tech Support)

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

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+.