Senior Technical Support Specialist

The Senior Technical Support Specialist is responsible for providing Level II technical hardware and software support as well as escalation, guidance, and coordination of the Technical Support Specialists by performing the following duties:

Assist users to resolve computer related problems such as inoperative hardware or software, including network connections.
• Assist with work projects such as converting to new hardware or software.
• Use and maintain call records in IT Service Management System.
• Review and prioritize open requests and incidents assigned to the local Desktop Support team.
• Provide technical and procedural guidance to team members for escalations to other IT groups, vendors, or authorized contractors to resolve problems and/or execute end-user requests according to Sidley's escalation procedures.
• Maintain personal computers, printers, monitors, and scanners (collectively "hardware") in good operating condition, correcting product malfunctions and failures.
• Hardware Support functions that include, but not limited to, end user support, desktop support, laptop support, visiting office setups, and smartphone tasks. Perform computer imaging and post image configurations, and basic printer troubleshooting.
• Manage and process hardware warranty claims and issues, and facilitate warranty repairs with third party vendors.
• Provide preventive hardware and software maintenance on hardware at regularly scheduled intervals, perform diagnostics and adjust electronic components or update new software releases as necessary.
• Provide break/fix support for telephone hardware at end-users' desktops, including handsets, telephone cords and telephone base-units.
• Software support functions that include, but not limited to, minimal troubleshooting of applications that are standard within Sidley's environment. Installation and configuration of software, and support of third party applications in coordination with vendors.
• Install business-related software and resolve hardware and software problems on personal computers owned by Sidley and used for Sidley business purposes.
• Ensure the visiting lawyers can access Firm data and outside visitors can connect to the Internet, as well as, ensure visitor equipment is setup and functioning prior to the visitor's arrival.
• Manage the assets both deployed and in inventory, maintaining accurate inventory records for each user and each piece of equipment. Coordinate and perform Hardware moves, changes and exchanges.
• Perform other duties as required.

Salaries vary by location and are based on numerous factors, including, but not limited to, the relevant market, skills, experience, and education of the selected candidate. If an estimated salary range for this role is available, it will be provided in our Target Salary Range section. Our compensation package also includes bonus eligibility and a comprehensive benefits program. Benefits information can be found at Sidley.com/Benefits.

To perform this job successfully, an individual must be able to perform the Duties and Responsibilities (Duties) above satisfactorily and meet the requirements below. The requirements listed below are representative of the minimum knowledge, skill, and/or ability required. Reasonable accommodations will be made to enable individuals with disabilities to perform the essential functions of the job. If you need such an accommodation, please email staffrecruiting@sidley.com (current employees should contact Human Resources).

Education and/or Experience:

Required:

• BA/BS degree or equivalent work experience
• A minimum of 3 years of experience providing end-user support for corporate technology
• Proven success supporting technology and delivering quality customer service in a high performance culture
• Experience with windows compatible personal computers, and Microsoft Operating Systems
• Experience with mobile devices in a corporate setting, e.g., iPhone, Android, MiFi
• Proficiency with Microsoft Office, Citrix and legal specific applications

Preferred:

• Law firm experience
• Microsoft Office certifications

Other Skills and Abilities:

The following will also be required of the successful candidate:

• 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

Sidley Austin LLP is an Equal Opportunity Employer

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