Sidley Austin
Technical Support Specialist
Sidley Austin, Los Angeles, California, United States, 90079
Technical Support Specialist
Recruiting Location
US-CA-Century City
Department
Information Technology
Summary
The Technical Support Specialist is responsible for providing Level II technical hardware and software support. They will facilitate and resolve a wide variety of requests, inquiries and complaints with the use of their extensive technical knowledge of hardware and software. The Technical Support Specialist will work independently and as part of a team.Duties and Responsibilities
Assists users to resolve computer related problems such as inoperative hardware or software, including network connections. Resolve customer inquiries efficiently and effectively through the use of active listening and personalizing techniques with a constant focus on service excellence.
Hardware Support functions include, but are not limited to, end user support, desktop support, laptop support, visiting office setups, and mobile device support. Perform computer imaging and post image configurations, preventative maintenance, and basic printer troubleshooting working with the vendor on repairs.Software support functions include, but are not limited to, troubleshooting of applications that are standard within Sidley's environment, installation and configuration of software, updates and preventative maintenance, and support of third party applications in coordination with vendors.Manage the assets that are both deployed and in inventory, maintain accurate Asset records for each user and each piece of equipment. Coordinate and perform Hardware moves, changes and exchanges.Provide break/fix support for telephones, including handsets, telephone cords and telephone base-units.Assist with projects such hardware or software upgrades, office moves and special events.Manage and process Hardware warranty claims and issues, and facilitate warranty repairs with third party vendors.Document and maintain user request and incident records in IT Service Management System.Perform other duties as required.California Applicants: Salaries may vary by location. In California, the estimated target salary range of this role is $81,000 - $97,000 (in addition to bonus eligibility and a comprehensive benefit package). Salary determinations are made based on numerous factors, such as, but not limited to, the relevant market and the skill, experience, class or graduation year, and education of the selected candidate.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 staffrecruiting@sidley.com (current employees should contact Human Resources).Education and/or Experience:Required:Bachelor's degree or equivalent work experienceA minimum of 2 years of experience providing direct and exceptional user support in a high performance culture, including:
Experience supporting Windows-based computers, including Microsoft Windows 10Experience supporting VoIP Telephony solutionsExperience with enterprise imaging solutions for Windows-based computersExperience supporting Smartphones, e.g., iPhone, AndroidExperience supporting Microsoft Office Applications and Remote Access technology, such as Citrix
Preferred:Law Firm or Professional Services experienceA+, ITIL and Microsoft Office Application certificationsExperience using and supporting Adobe Acrobat, NetDocuments, Cisco Telephony, Blackberry Work, and Mac in an enterprise as well as experience deploying operating systems with SCCMOther Skills and Abilities:The following will also be required of the successful candidate:Strong organizational skillsStrong attention to detailGood judgmentStrong interpersonal communication skillsStrong analytical and problem-solving skillsAble to work harmoniously and effectively with othersAble to preserve confidentiality and exercise discretionAble to work under pressureAble to manage multiple projects with competing deadlines and prioritiesSidley Austin LLP is an Equal Opportunity Employer
Recruiting Location
US-CA-Century City
Department
Information Technology
Summary
The Technical Support Specialist is responsible for providing Level II technical hardware and software support. They will facilitate and resolve a wide variety of requests, inquiries and complaints with the use of their extensive technical knowledge of hardware and software. The Technical Support Specialist will work independently and as part of a team.Duties and Responsibilities
Assists users to resolve computer related problems such as inoperative hardware or software, including network connections. Resolve customer inquiries efficiently and effectively through the use of active listening and personalizing techniques with a constant focus on service excellence.
Hardware Support functions include, but are not limited to, end user support, desktop support, laptop support, visiting office setups, and mobile device support. Perform computer imaging and post image configurations, preventative maintenance, and basic printer troubleshooting working with the vendor on repairs.Software support functions include, but are not limited to, troubleshooting of applications that are standard within Sidley's environment, installation and configuration of software, updates and preventative maintenance, and support of third party applications in coordination with vendors.Manage the assets that are both deployed and in inventory, maintain accurate Asset records for each user and each piece of equipment. Coordinate and perform Hardware moves, changes and exchanges.Provide break/fix support for telephones, including handsets, telephone cords and telephone base-units.Assist with projects such hardware or software upgrades, office moves and special events.Manage and process Hardware warranty claims and issues, and facilitate warranty repairs with third party vendors.Document and maintain user request and incident records in IT Service Management System.Perform other duties as required.California Applicants: Salaries may vary by location. In California, the estimated target salary range of this role is $81,000 - $97,000 (in addition to bonus eligibility and a comprehensive benefit package). Salary determinations are made based on numerous factors, such as, but not limited to, the relevant market and the skill, experience, class or graduation year, and education of the selected candidate.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 staffrecruiting@sidley.com (current employees should contact Human Resources).Education and/or Experience:Required:Bachelor's degree or equivalent work experienceA minimum of 2 years of experience providing direct and exceptional user support in a high performance culture, including:
Experience supporting Windows-based computers, including Microsoft Windows 10Experience supporting VoIP Telephony solutionsExperience with enterprise imaging solutions for Windows-based computersExperience supporting Smartphones, e.g., iPhone, AndroidExperience supporting Microsoft Office Applications and Remote Access technology, such as Citrix
Preferred:Law Firm or Professional Services experienceA+, ITIL and Microsoft Office Application certificationsExperience using and supporting Adobe Acrobat, NetDocuments, Cisco Telephony, Blackberry Work, and Mac in an enterprise as well as experience deploying operating systems with SCCMOther Skills and Abilities:The following will also be required of the successful candidate:Strong organizational skillsStrong attention to detailGood judgmentStrong interpersonal communication skillsStrong analytical and problem-solving skillsAble to work harmoniously and effectively with othersAble to preserve confidentiality and exercise discretionAble to work under pressureAble to manage multiple projects with competing deadlines and prioritiesSidley Austin LLP is an Equal Opportunity Employer