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Sidley Austin LLP · 19 hours ago

Service Desk Analyst

Chicago, IL

Full-time

Onsite

Entry, Mid Level

$63K/yr - $70K/yr

2+ years exp

Sidley Austin LLP is a prestigious law firm seeking a Service Desk Analyst to provide high-quality customer service interactions with their end user population. The role involves resolving IT concerns, providing hardware and software support, and maintaining user request records in the IT Service Management System.

AdviceConsultingFinanceFinancial ServicesLegal

Comp. & Benefits

H1B Sponsor Likely

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 basic printer, network and device troubleshooting

Software support functions include, but are not limited to, answering an array of job-specific How-To questions and the installation, basic configuration and troubleshooting of applications that are standard within Sidley’s environment or otherwise approved for installation

Document and maintain user request and incident records in IT Service Management System. Maintain ownership of user inquiries and requests through resolution, owning the relationship with the customer

Escalate calls, as necessary, to Level II and III IT staff, or authorized contractors, to resolve problems or fulfill requests according to established escalation procedures

Meet and exceed team and individual performance standards including abandon rate, first call resolution and SLAs

Execute basic and routine systems administration tasks (e.g., password administration and print queue management)

Utilize, create, and submit updates to Knowledgebase articles and share knowledge through other designated forums with Service Desk teammates

Assist with projects such hardware or software upgrades and on-boarding of large groups

Perform other duties as required

Qualification

Windows supportMicrosoft Office supportSmartphone supportCitrixITIL certificationAdobe AcrobatIManage Document ManagementAvaya TelephonySCCMAnalytical skillsOrganizational skillsAttention to detailInterpersonal communicationProblem-solving skills

Required

BA/BS degree or equivalent work experience

A minimum of 2 years of experience providing direct and exceptional user support in a high performance culture

A minimum of 2 years of experience supporting Windows-based computers, including Microsoft Windows 10

A minimum of 2 years of experience supporting Smartphones, e.g., iPhone, Android

A minimum of 2 years of experience supporting Microsoft Office Applications and Remote Access technology, such as Citrix

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

Preferred

Experience with Citrix and legal specific applications

ITIL and Microsoft Office Application certifications

Experience using and supporting Adobe Acrobat, iManage Document Management Solutions, Avaya Telephony, Blackberry Work, and Mac in an enterprise as well as experience deploying operating systems with SCCM

Ability to type 40 wpm

Benefits

Bonus eligibility

Comprehensive benefits program

Company

Sidley Austin LLP

Glassdoor4.1

Sidley is an elite global law firm.

Founded in 1866

Chicago, Illinois, USA

1001-5000 employees

http://www.sidley.com

H1B Sponsorship

Sidley Austin LLP has a track record of offering H1B sponsorships. Please note that this does not guarantee sponsorship for this specific role. Below presents additional info for your reference. (Data Powered by US Department of Labor)

Distribution of Different Job Fields Receiving Sponsorship

Represents job field similar to this job

Trends of Total Sponsorships

2025 (51)

2024 (36)

2023 (17)

2022 (33)

2021 (20)

2020 (23)