User Support Hardware Specialist

Sidley Austin LLP (IL LLP); Chicago (IL); On-site; USD 63,000 - 68,000; Full time

Job summary

Sidley Austin LLP (IL LLP) seeks a User Support Hardware Specialist to manage the hardware lifecycle, imaging, deployment, and asset tracking. The role includes configuring devices for new hires, maintaining loaner equipment, and providing hardware support through the Hardware Window.

Candidates should have Windows 11 experience, at least one year in desktop hardware support, and the ability to lift up to 40 pounds. CompTIA A+ is preferred; familiarity with ServiceNow helps.

Qualifications

• High school diploma or equivalent required.
• Working knowledge of Windows-compatible computers and Windows 11.
• Experience installing, configuring, imaging, troubleshooting, or supporting computer hardware.
• Ability to lift and move equipment up to 40 pounds.
• Experience in a law firm or professional services environment is a plus.
• Experience supporting mobile devices and VoIP phones.
• Experience using IT service management or help desk systems (ServiceNow).
• CompTIA A+ certification is preferred.

Responsibilities

• Maintain firm computer hardware throughout the asset lifecycle, including imaging, reimaging, QA, deployment, repair coordination, return and disposition.
• Prepare, configure, and deploy hardware for new hires and other users per Firm standards.
• Maintain assigned/loaner equipment and peripherals (mobile hotspots, phones, cables, adapters, headsets).
• Use the IT service management system to track assets, document activities, and process hardware requests.
• Coordinate imaging, preparation, and deployment of bulk hardware for events and business needs.
• Perform periodic hardware inventories and reconcile asset information.
• Prepare hardware for disposal and assist with removal per Firm procedures.
• Process hardware returned by departing employees in coordination with Firm departments.
• Provide hardware assistance through the Hardware Window and deliver general technical support.
• Support User Support operations and perform related duties as assigned.

Skills

Windows OS knowledge

Hardware imaging & deployment

Customer service

Team collaboration

Education

High school diploma

CompTIA A+ (preferred)

Tools

ServiceNow

Job description

The User Support Hardware Specialist supports the Firm’s technology operations by maintaining, preparing, deploying, tracking, and processing computer hardware and peripherals throughout the asset lifecycle. The Specialist performs hardware imaging, quality assurance, inventory, deployment, repair coordination, and asset disposition activities in accordance with established Firm procedures and provides hardware-related technical support to Firm personnel.

Duties and Responsibilities

• Maintain Firm computer hardware throughout the asset lifecycle, including imaging, reimaging, quality assurance, deployment, repair coordination, return, and disposition.
• Prepare, configure, and deploy computer hardware for new hires and other users in accordance with established Firm standards and procedures.
• Maintain assigned and loaner computer equipment and peripherals, including mobile hot spots, phones, cables, power adapters, and headsets.
• Use the Firm’s IT service management system to maintain accurate hardware records, document activities, track assets, and process hardware-related requests.
• Coordinate the imaging, preparation, and deployment of bulk hardware required for Firm events and other business needs.
• Perform periodic hardware inventories and reconcile asset information to support accurate inventory records.
• Prepare hardware and other technology assets for disposal and assist with removal in accordance with Firm procedures.
• Process and account for hardware returned by departing employees in coordination with the appropriate Firm departments.
• Provide hardware-related assistance through the Hardware Window, including equipment and peripheral distribution, loaner support, and general technical assistance.
• Support User Support operations and perform other related duties as assigned.

Education and/or Experience

• Required: High school diploma or equivalent.
• Working knowledge of Windows-compatible computers and Microsoft Windows 11.
• Experience installing, configuring, imaging, troubleshooting, or supporting computer hardware and peripherals.
• Ability to lift and move computer equipment weighing up to 40 pounds, as required to perform the essential responsibilities of the position.
• Preferred: CompTIA A+ certification.
• A minimum of one year of related computer hardware, desktop support, or technical support experience.
• Experience working in a law firm or other professional services environment.
• Experience supporting mobile devices and Voice over Internet Protocol (VoIP) phones.
• Experience using IT service management or help desk tracking systems, particularly ServiceNow.

Other Skills and Abilities

• Strong organizational skills and attention to detail.
• Strong customer service and interpersonal communication skills.
• Ability to troubleshoot routine hardware and technical issues and apply sound judgment in determining appropriate solutions or escalation.
• Ability to work effectively and collaboratively as part of a team.
• Ability to take ownership of assigned responsibilities and follow established processes through completion.
• Ability to maintain confidentiality and exercise appropriate discretion.
• Ability to learn new hardware, software, systems, and procedures.
• Ability to adapt to changing priorities and work requirements in a fast-paced professional environment.
• Ability to work flexible or additional hours and travel occasionally as required to meet Firm business needs.

#LI-TM1 Applicants must be authorized to work in the United States without the need for employer sponsorship, now or in the future.

The target salary range for this role is: $62,600 - $68,000 if located in Illinois. 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. Sidley is an elite global law firm with a known reputation of deploying innovative strategies to achieve powerful results. Business professionals are essential to the firm’s ability to deliver the highest quality legal services to our clients. We are always looking for talented, motivated individuals who thrive in a performance-driven culture to join our team.

Sidley employs approximately 2,300 lawyers working with our clients in complex transactional, restructuring, crisis management, investigation, regulatory, and litigation matters. Our 160 years of perspective and reach are truly global, supported by 21 offices strategically situated in key commercial, regulatory, and financial centers across the world. Our lawyers and business professionals, fluent in more than 75 languages, possess the cultural awareness and cross-border legal acumen needed to bring clarity to a dynamic business landscape.