Technology Support Specialist

About the role

Vedder's Chicago office is seeking a Technology Support Specialist to deliver comprehensive technical support for all Vedder software, hardware, and technology platforms. This role provides assistance to firm employees through phone, email, remote, and deskside support, ensuring timely resolution of issues and a high level of customer service.

Responsibilities

• Provide technical support to all Vedder employees and/or clients via phone, email, in person, and deskside assistance.
• Deliver hands-on hardware support, including setup, installation, imaging, troubleshooting, and repair of desktops, laptops, printers, docking stations, mobile devices, and other peripherals.
• Log all service requests in the ticketing system and maintain total contact ownership for each ticket, following department escalation procedures when necessary.
• Prioritize and manage incoming calls, tickets, and workflow to ensure timely resolution of issues.
• Diagnose and resolve technical issues related to hardware, software, and telephony systems.
• Research unresolved problems using available resources and escalate when appropriate.
• Serve as Subject Matter Expert (SME) in assigned areas, collaborating with engineers and vendors to resolve complex issues.
• Identify and report recurring issues or potential technology trends to management for proactive resolution.
• Maintain expert-level knowledge of all applications, systems, and technology platforms used at Vedder Price.
• Provide coverage for holiday, evening, and weekend Technology Support Center (TSC) support as needed.
• Consistently meet performance expectations with minimal unplanned absence.

Qualifications & Required Experience

• Bachelor’s degree in Computer Science, Information Management, or a related field (or equivalent work experience).
• 1–3+ years of IT support experience; deskside and hardware troubleshooting strongly preferred.
• Experience supporting technology in a law firm or professional services environment preferred.
• Must be able to work Monday through Friday on a hybrid schedule, with a minimum of three days per week in the office.
• Able to work under pressure and meet strict deadlines.
• Commitment to maintaining high levels of service and responsiveness.

Skills & Competencies

• Strong ability to troubleshoot and resolve complex technical and hardware issues, including deskside support scenarios.
• Excellent interpersonal skills to communicate effectively with Technology team members and end users.
• Ability to actively listen, analyze situations, and provide clear solutions.
• Positive customer service mindset with the ability to build rapport and maintain professionalism under pressure.
• Effective written and verbal communication skills, with the ability to document solutions clearly and concisely.
• Strong organizational and time management skills, including the ability to prioritize, multitask, and work independently on multiple issues simultaneously.
• Team player with a collaborative approach to problem-solving.

Pay

$60,000/yr. to $70,000/yr.

Schedule

The working hours for this position will be 10:00 a.m. to 6:00 p.m.