Service Desk Technician

About the Role:We are seeking an experienced Service Desk Technician to join a premier international law firm in Chicago, IL. In this phone-based First-Line IT Support role, you will be responsible for managing incoming service requests, resolving technical incidents, and escalating complex issues in accordance with global service standards. You will also play a key role in supporting IT deployments, upgrades, and overall infrastructure strategy. Key Responsibilities:Manage incoming IT incidents and service requests, ensuring service level agreements (SLAs) and client expectations are consistently met or exceeded.Provide proactive incident management and support across regional and global ticketing queues.Identify problem trends, escalate issues to the Problem Management team, and serve as a technical resource for resolved tickets.Collaborate with external vendors to resolve complex technical issues within the service desk environment.Deliver advanced remote access support and assistance for standard and non-standard mobile and remote devices.Maintain accurately documented processes, knowledge base articles, and application support resources.Execute routine IT service activities, including user onboarding/offboarding, access audits, and system maintenance.Participate in an on-call rotation and assist other IT functional teams as needed. Qualifications & Experience:3+ years of Service Desk / IT Support experience, ideally within a law firm or professional services environment.Bachelor’s degree in IT, Computer Science, or a related field preferredStrong working knowledge of Active Directory and Microsoft Exchange.Advanced proficiency supporting Microsoft 365 applications (Word, Outlook, Excel, PowerPoint) and Microsoft Copilot.Hands-on experience with Document Management Systems (DMS), legal tech tools, and e-filing processes.Solid grasp of remote access technologies, video conferencing solutions, and mobile OS (iOS/Android).Familiarity with ITIL frameworks (Incident Management, Workflow) preferred.Microsoft certifications (e.g., Microsoft Office Specialist) are a plus.