Technical Support Specialist
Technical Support Specialist
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$ 82000 - 87000
1 Vacancy
Job Description
Summary
The Deskside Technical Support Specialist is responsible for providing desktop and mobile hardware and software support to highprofile endusers. The role involves resolving a wide variety of requests inquiries and complaints using extensive technical knowledge of hardware and software.
This individual will serve as the primary IT point of contact supporting hightouch highprofile customers liaising with stakeholders and driving service excellence through daytoday actions.
Strong customer service skills including empathy clear communication and prompt issue resolution are essential as they directly impact the user experience by fostering trust reducing downtime and ensuring that highprofile clients feel supported and valued at every interaction.
The successful candidate will have a strong knowledge of the enduser computing ecosystem and an ability to quickly learn applications and services. A high level of emotional intelligence (EQ) is necessary to succeed in this role as it enables the specialist to navigate highpressure situations respond with empathy and build strong relationships with highprofile users.
Duties and Responsibilities
- Assist users in resolving computerrelated issues such as inoperative hardware or software including network connections. Resolve customer inquiries efficiently and effectively through active listening and personalized techniques with a consistent focus on service excellence.
- Hardware support functions include but are not limited to enduser support desktop support laptop support office setups and mobile device support. Perform computer imaging and postimage configurations preventative maintenance and basic printer troubleshooting while coordinating with vendors for repairs.
- Software support functions include but are not limited to troubleshooting applications standard within Sidleys environment installation and configuration of software updates and preventative maintenance and support of thirdparty applications in coordination with vendors.
- Identify inefficient IT processes recommend improvements and implement solutions using Microsoft tools such as PowerAutomate PowerShell and PowerApps to enhance support efficiency and internal IT collaboration.
- Manage deployed and inventory assets maintaining accurate asset records for each user and each piece of equipment. Coordinate and perform hardware moves changes and exchanges.
- Provide break/fix support for telephony equipment including handsets telephone cords and telephone base units.
- Assist with projects such as hardware or software upgrades office moves and special events.
- Manage and process hardware warranty claims and issues and facilitate warranty repairs with thirdparty vendors.
- Maintain accurate records of user requests and incidents in the IT Service Management System.
- 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/Benefits
Target Salary Range
Qualifications
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 (current employees should contact Human Resources).
Education and/or Experience:
Required:
- Bachelors degree or equivalent work experience
- A minimum of 4 years of experience providing direct and exceptional user support in a high performance culture including:
- Practical working knowledge of how to support and troubleshoot Zoom Intune Okta ProofPoint O365 Applications (Outlook Word PowerPoint SharePoint Teams) NetDocs Citrix ServiceNow
- Experience supporting Windowsbased computers including Microsoft Windows 10/11
- Experience supporting iOS Android and MDM solutions
- Experience working with vendors on support cases
Preferred:
- Law Firm or Professional Services experience
- A ITIL and Microsoft Office Application certifications
- PowerAutomate/PowerShell/Python scripting
- Experience with RPA tools Microsoft Graph and Microsoft PowerApps
- Knowledge of AI Prompt Engineering with an understanding of how to craft effective prompts to optimize interactions with AI tools
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 problemsolving 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
Required Experience:
Unclear Seniority
Employment Type
Unclear
