IT Tech Support Analyst - Chicago, United States - TTI of USA, Inc.

Description

Job Summary:

The IT Support Analyst is responsible for providing onsite/remote tech support and will function as the first point of contact for helpdesk tickets (via email, phone, or in-person) across the firm.

This person will be the dedicated IT resource for the Chicago office. The scope of the role may include participating in larger projects relating to infrastructure, cybersecurity, and eDiscovery. This role requires someone who is highly organized, responsive, motivated, and capable of multitasking in a fast-paced, dynamic environment. The position reports to the Chief Technology Officer.

This is a hybrid role that requires a flexible work schedule to support the firm's needs including remote and onsite support outside normal business hours.

Primary Responsibilities:

• Primary IT resource for the Chicago office while providing timely end-user support across the firm.
• Troubleshoot and resolve user/vendor issues, manage inventory, and assist with ongoing IT projects.
• Collaborate with end-users and endpoint systems to troubleshoot hardware and software issues.
• Coordinate the day-to-day operational IT activities including new hire set up, audio and video conference presentations, office moves, and departures in the Chicago office.
• Provide immediate expert-level support for the configuration of workstations, laptops, phones, and standard/non-standard software applications used by the firm.
• Meet deadlines for IT support tickets and project deliverables.
• Develop and maintain firm-wide IT support documentation

Essential Capabilities:

• Able to communicate and interact with non-technical users in a user-friendly, professional, and courteous manner.
• Able to manage multiple tasks and projects simultaneously, and effectively make judgments in prioritizing and time allocation in a high-pressure environment.
• Able to gauge personal strengths/limitations and understand when to escalate or reach out for clarification/guidance.
• Flexible and able to pivot and adapt in a dynamic and ever-changing environment.
• Must demonstrate strict confidentiality and discretion of the firm's internal client, process, and personnel matters.
• Ability to work well with others, harness different skills and experience, and build a strong sense of team spirit.
• Highly self-motivated, engaged, and proactive.
• Ability to work in a multi-office environment and willingness to travel to other offices as required.
• Ability to work effectively in a culturally and educationally diverse environment

Core Firm Systems:

• Microsoft Environment (M365, O365 applications, Teams, Windows OS/Server, Azure, Defender)

Vendor Solutions:

NetDocuments, RingCentral, Mimecast, iTimeKeep, CiscoExperience & Qualifications:

• Four-year degree in a technical field such as Information Technology, Computer Science, or other relevant fields.
• 2-3 years minimum in IT Support/Helpdesk experience.
• 1-2 years of experience working in a law firm is required.
• Foundational IT certifications (A+, Net+, Microsoft) are desirable.
• Excellent communication and customer service skills (white-glove treatment).
• Detail oriented, organized, driven, proactive, hardworking, and an adaptive learner.

RATE RANGE:
60k-80k/yr (based on experience)
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