Please send resume should you be interested in the following
Senior Information Technology Support Analyst position located in
Chicago. This is a full-time, direct-hire position with a salary
between 100-115K plus awesome benefits. If you’re not interested,
please pass along to your colleagues as we do pay referral fees.
Job Title: Senior Technology Support Analyst
Location: Chicago (Downtown)
Salary: 100-115
OT Eligible: NO
Work Environment: 5 days in-office for the first 30 days, then 3
days in office, 2 days remote
Daily hours: 8am-4pm
HIGHLY PREFER CANDIDATES WITH LAW FIRM EXPERIENCE
Candidates MUST HAVE
Experience leading/mentoring a team
Project Experience
Job Description:
The Technology Support Analyst (Level 3) reports to the
Technology Services Manager and provides expert technology
support and customer service to all firm employees. The
Technology Support Analyst (Level 3) is responsible for resolving
inquiries to a wide range of technology requests, including firm
standard software applications, computer hardware, phones,
printers, operating systems, remote access, and mobile devices
quickly and accurately, as well as providing training/knowledge
transfer to Level 1 & 2 analysts. The Technology Support Analyst
(Level 3) will work directly with technology department service
owners as needed to solve complex high priority and high impact
issues while ensuring a high degree of customer service. The
Technology Support Analyst (Level 3) is responsible for providing
individual and small group education on firm-supported software
and hardware, will identify training needs, prepare training
materials, and conduct new onboarding training.
ESSENTIAL DUTIES AND RESPONSIBILITIES*
* Provide onsite and remote technology support to employees in
all firm locations relating to firm standard software
applications, computer hardware, phones, printers, operating
systems, remote access, and mobile devices.
* Utilize expert-level knowledge to troubleshoot escalated
requests to resolve a variety of technical issues while
recognizing and following applicable firm policies and procedure.
* Use remote control tools to assists customers when needed.
* Research complex technical requests that cannot be solved as
part of first-call resolution.
* Clearly and concisely log details using the Service Desk
ticketing system, including the opening, closing, resolution,
escalation, and tracking of user requests.
* Provide regular status to customers for issues that need time
to troubleshoot and research, including updating the Service Desk
ticketing system until the request is completed.
* Anticipates customer needs and proactively identifies
solutions.
* Translates complex, technical concepts into easy to understand
language to assist non-technically oriented customers.
* Provide explanation and training of technical resolutions and
solutions to Level 1 and Level 2 analysts in order to build
knowledge across the support team.
* Perform new arrival onboarding to ensure that new hires have
all necessary knowledge, information and access to perform their
role.
* Perform ongoing individual and small group education on
firm-supported software and hardware as needed, as well as new
applications and offerings.
* Plan and manage training plans for large groups, such as fall
associate and summer associate programs.
* Collaborate with technical owners to prepare, update and
maintain training materials for new programs.
* Maintain and coordinate training schedules and sessions.
* Build, maintain and coordinate training content in the firm’s
LMS.
* Image, configure and deploy laptop and desktop in an enterprise
environment as needed.
* Report trends and unusual inquiries received to the Service
Desk to department leadership to identify issues and problems
with the technology platform.
* Collaborates with the manager in developing processes, policies
and standards for technology services.
* Participates in software and new service testing, as well as
provide feedback to relevant technical owners on new products and
software updates.
* Participates in regularly scheduled technology calls to
understand firm strategies and new products and services.
* Completes special projects on various issues as needed.
Knowledge/Skills/Abilities:
* Expert knowledge in Microsoft Windows and Microsoft Office,
including Outlook, Word, Excel, PowerPoint, web-browsing and
SharePoint.
* Expert knowledge in Microsoft Teams.
* Expert knowledge in troubleshooting complex issues relating to
computer hardware, phones, printers and mobile devices.
* Advanced knowledge with remote access, including Citrix, VPN
and VDI.
* Advanced knowledge of Active Directory and SCCM.
* Experience using remote connectivity and remote control
software tools in order to troubleshoot and assist customers.
* Advanced knowledge of general data security protocols and
requirements to maintain a safe and secure technology platform.
* Understands general network architecture, including switches,
routers, circuits, virtual servers and data centers.
* Strong troubleshooting knowledge with skills in decision making
and strategic thinking.
