Service Desk Technician - 9:30 a.m. - 6:30 p.m

Provides high-quality customer service interactions with the firm’s end-user population via telephone and email. Facilitates and resolves a wide variety of requests, inquiries, and IT concerns using strong technical knowledge of hardware and software. Works independently and as part of a team to deliver outstanding service and support.

Responsibilities

• Assists users to resolve computer-related problems such as inoperative hardware or software, including network connections.
• Resolves customer inquiries efficiently and effectively through active listening and personalizing techniques with a focus on service excellence.
• Provides hardware support including end-user support, desktop, laptop, office setups, mobile device support, and basic printer, network, and device troubleshooting.
• Provides software support including answering job-specific how-to questions and installation, basic configuration, and troubleshooting of standard applications.
• Documents and maintains user request and incident records in the IT Service Management System.
• Maintains ownership of user inquiries and requests through resolution, managing the customer relationship.
• Escalates calls to Level II and III IT staff or authorized contractors as necessary, following established escalation procedures.
• Meets and exceeds team and individual performance standards including abandon rate, first call resolution, and SLAs.
• Executes basic and routine systems administration tasks (e.g., password administration and print queue management).
• Utilizes, creates, and submits updates to Knowledgebase articles and shares knowledge with Service Desk teammates.
• Assists with projects such as hardware or software upgrades and on-boarding of large groups.
• Performs other duties as required.

Requirements

• BA/BS degree or equivalent work experience.
• Minimum of 2 years of experience providing direct and exceptional user support in a high-performance culture.
• Minimum of 2 years of experience supporting Windows-based computers, including Microsoft Windows 10.
• Minimum of 2 years of experience supporting smartphones (e.g., iPhone, Android).
• Minimum of 2 years of experience supporting Microsoft Office Applications and Remote Access technology, such as Citrix.

Preferred Qualifications

• Experience with Citrix and legal-specific applications.
• ITIL and Microsoft Office Application certifications.
• Experience using and supporting Adobe Acrobat, iManage Document Management Solutions, Avaya Telephony, Blackberry Work, and Mac in an enterprise environment.
• Experience deploying operating systems with SCCM.
• Ability to type 40 words per minute.

Skills

• Strong organizational skills.
• Strong attention to detail.
• Good judgment.
• Strong interpersonal communication skills.
• Strong analytical and problem-solving skills.
• Able to work harmoniously and effectively with others.
• Able to preserve confidentiality and exercise discretion.
• Able to work under pressure.
• Able to manage multiple projects with competing deadlines and priorities.

Pay

The target salary range for this role is $62,600 - $75,000 if located in Illinois. Salaries vary by location and are based on numerous factors, including the relevant market, skills, experience, and education of the selected candidate. The compensation package also includes bonus eligibility.

Benefits

Comprehensive benefits program. More information can be found at Sidley.com/Benefits.