User Support Analyst

About the role

The User Support Analyst delivers Level II hardware, software, and AV meeting support, resolving a wide range of technical issues and service requests. This role requires a proactive, self-starting approach, strong technical judgment, and a high level of user engagement to ensure service excellence.

Responsibilities

• Resolves a wide range of technical issues and service requests.
• Works both independently and collaboratively with the broader IT team.
• Assists users to resolve computer-related problems such as inoperative hardware or software, including network connections.
• Supports users in setting up and troubleshooting telephones, including handsets, telephone cords, and telephone base-units.
• Manages hardware and software assets, maintains accurate asset records, and coordinates hardware moves, changes, and exchanges.
• Provides conference room AV/Zoom Rooms support, including meeting setup, basic troubleshooting, and on-the-spot assistance.
• Supports hardware and software upgrades, office moves, and special events.
• Manages and processes hardware warranty claims and issues, facilitating warranty repairs with third-party vendors.
• Documents and maintains user request and incident records in IT Service Management System.
• Supports Zoom Rooms hardware and room controls, performing pre-meeting room checks and quick fixes when issues arise.
• Performs other duties as required.

Requirements

• A minimum of 2 years of experience providing direct and exceptional user support in a high-performance culture.
• Experience supporting Windows-based computers, including Microsoft Windows 10.
• Experience supporting VoIP Telephony solutions.
• Experience with enterprise imaging solutions for Windows-based computers.
• Experience supporting Smartphones, e.g., iPhone, Android.
• Experience supporting Microsoft Office Applications and Remote Access technology, such as Citrix.
• Preferred law firm or professional services experience.
• A+, ITIL and Microsoft Office Application certifications.
• Experience using and supporting Adobe Acrobat, NetDocs - Document Management Solutions, Zoom Calling, Microsoft Intune, and Mac in an enterprise.
• Experience deploying operating systems with SCCM.

Qualifications

• BA/BS degree or equivalent work experience.
• 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.

Skills and Abilities

• 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.

Benefits

Our comprehensive benefits program includes a target salary range of $72,000 - $94,000 for those located in California, with salaries varying by location and based on numerous factors, including skills, experience, and education. Additional details about our benefits can be found at Sidley.com/Benefits.