User Support Analyst - Windows & VoIP IT Helpdesk

Sidley Austin LLP; New York (NY); On-site; USD 81,000 - 102,000; Full time

Benefits offered by this job

Bonus eligibility

Comprehensive benefits

Job summary

Sidley Austin LLP is seeking a User Support Analyst to deliver Level II technical support for a broad range of hardware, software, and connectivity issues in New York. The role requires independent work and collaboration to resolve incidents, support enterprise imaging, and manage hardware assets across the firm.

The candidate should have a BA/BS, at least 2 years in user support, and experience with Windows 11, VoIP, Citrix, SCCM, and mobile devices.

Qualifications

• BA/BS degree or equivalent work experience.
• Minimum 2 years of direct user support experience in a high-performance environment.
• Experience with Windows-based computers (Windows 11).
• Experience with VoIP telephony solutions and remote access tech (Citrix).
• Experience with enterprise imaging solutions for Windows-based computers.
• Experience supporting smartphones (iPhone/Android) and Microsoft Office applications.

Responsibilities

• Provide Level II technical support for hardware, software, and network-related issues.
• Troubleshoot and resolve user incidents with strong problem-solving and listening skills.
• Perform hardware moves, imaging, and post-imaging configurations; manage asset records.
• Provide break/fix support for telephones and devices; coordinate with vendors for warranty repairs.
• Document requests in IT Service Management system and assist with software upgrades and office moves.
• Support Windows applications and third-party software; assist with remote access and SCCM deployments.

Skills

Windows support

VoIP telephony

Enterprise imaging

Remote access (Citrix)

Asset management

Problem solving

Customer service

Education

BA/BS degree

Tools

SCCM

Citrix

Adobe Acrobat

Zoom

Job description

Sidley Austin LLP is seeking a User Support Analyst to deliver Level II technical support for a broad range of hardware, software, and connectivity issues in New York. The role requires independent work and collaboration to resolve incidents, support enterprise imaging, and manage hardware assets across the firm.

The candidate should have a BA/BS, at least 2 years in user support, and experience with Windows 11, VoIP, Citrix, SCCM, and mobile devices.