The Technical Support Specialist is responsible for providing Level II technical hardware, software, and Audiovisual (AV) support.
Duties and Responsibilities
Assists users to resolve computer related problems such as inoperative hardware, software or AV related issues, including network connections.
Assist with work projects such as converting to new hardware or software.
Use and maintain call records in IT Incident Management System.
Maintain 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 mobile device tasks. Perform computer imaging and post image configurations, and basic printer troubleshooting working with the vendor on repairs.
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 Users' desktops, including handsets, telephone cords and telephone base-units. This does not include programming of phones.
Software support functions that include, but not limited to, minimal troubleshooting of applications that are standard within our 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 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 ServiceNow records for each user and each piece of equipment. Coordinate and perform Hardware moves, changes and exchanges.
Setup, testing, operation, and tear down of audiovisual (AV) and videoconference (VTC) equipment; (e.g., video data projection systems, computers, audio- and videoconference equipment, video switchers, microphones, video cameras, audio systems, and operation of integrated AV systems). Provide best effort assistance to fulfill any multimedia technical needs as assigned.
Perform other duties as required.
To perform this job successfully, an individual must be able to perform the Duties and Responsibilities (the "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. Employees or applicants who need an accommodation should contact Human Resources.
Education and/or Experience:
BA/BS degree or equivalent work experience
Proven success supporting technology and delivering high quality customer service
Experience with windows compatible computers and Microsoft Windows 7 and 10
Smartphone experience, e.g., iPhone, Android
Proficiency with Microsoft Office
Law firm experience
A+ and Microsoft Office certifications
Experience with iManage, Adobe, Citrix, VPN software, and remote assistance tools
Other Skills and Abilities:
The following will also be required of the successful candidate:
Strong organizational skills
Strong attention to detail
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/Affirmative Action Employer.
Sidley Austin LLP