User Support Analyst: Windows, VoIP & Apps Helpdesk

Sidley Austin LLP; Chicago (IL); On-site; USD 74,000 - 94,000; Full time

Job summary

Sidley Austin LLP seeks a User Support Analyst to deliver Level II technical support for hardware, software, and telecom issues in Chicago. You will troubleshoot incidents, assist with upgrades, and log activity in the ITSM system.

The role requires 2+ years of direct user support, Windows 11 and VoIP experience, enterprise imaging, MS Office, and strong organizational and communication skills. A BA/BS or equivalent is expected; law-firm experience is a plus.

Qualifications

• BA/BS degree or equivalent work experience.
• At least 2 years of direct user support in a high-performance culture.
• Experience supporting Windows-based computers including Windows 11.
• Experience with VoIP telephony and enterprise imaging for Windows.
• Experience supporting smartphones and Microsoft Office applications.

Responsibilities

• Resolve hardware and software problems with focus on service excellence.
• Perform hardware imaging, moves, and basic printer troubleshooting.
• Install and configure software; support third-party apps with vendors.
• Manage asset records and hardware warranty claims.
• Provide break/fix for phones and support upgrades/projects.
• Document requests in IT Service Management system.

Skills

Organization

Attention to detail

Communication

Analytical thinking

Discretion

Multi-tasking

Education

BA/BS degree or equivalent

Tools

Windows 11

VoIP Telephony

Enterprise imaging

Citrix

SCCM

Adobe Acrobat

NetDocuments

Zoom

Mac in enterprise

Job description

Sidley Austin LLP seeks a User Support Analyst to deliver Level II technical support for hardware, software, and telecom issues in Chicago. You will troubleshoot incidents, assist with upgrades, and log activity in the ITSM system.

The role requires 2+ years of direct user support, Windows 11 and VoIP experience, enterprise imaging, MS Office, and strong organizational and communication skills. A BA/BS or equivalent is expected; law-firm experience is a plus.