Amundsen Davis, LLC · 2 weeks ago
Information Technology Support Analyst II - AV
Chicago, IL
Full-time
Onsite
Mid, Senior Level
$50K/yr - $70K/yr
5+ years expAmundsen Davis, LLC is a full-service business law firm with 260 attorneys, headquartered in Chicago. The IT Support Analyst II delivers high-quality technical support to attorneys and staff, providing Level I and Level II support while ensuring reliable operation of end-user computing and office technology.
AdviceConsultingLegalProfessional Services
Responsibilities
Provide end-to-end phone, remote, and deskside support for hardware, software, and mobile device issues
Diagnose, troubleshoot, and resolve desktop, laptop, printer, and peripheral issues
Support Microsoft Windows 11, Microsoft Office, and firm-standard applications
Provide technical and logistical support for audio/visual systems, video conferencing, and executive meetings
Own assigned incidents and service requests through resolution, ensuring accurate documentation and timely communication
Meet or exceed established SLA response and resolution targets, including one-hour initial response where applicable
Maintain regular status updates and communicate with end users at least every three business days until resolution
Ensure all requests are properly logged, categorized, prioritized, and resolved within the ticketing system
Act as a Level II escalation point for complex or unresolved technical issues
Collaborate with internal IT teams and external vendors to resolve issues efficiently
Support junior team members by sharing knowledge and best practices
Perform new-hire onboarding, drivers and BIOS updates, equipment deployment, and workstation setup for office and remote users
Coordinate equipment retrieval and asset recovery following confirmed employee departures
Ensure adherence to firm standards and security requirements during onboarding and offboarding processes
Provide informal and scheduled end-user training to improve technology adoption and efficiency
Create, review, and maintain knowledge base articles and technical documentation to support consistent service delivery
Contribute to the development of end-user training materials and IT documentation
Participate as an active member of IT project teams, including testing and firm-wide technology implementations
Analyze incident trends and documented resolutions to identify opportunities for process improvement and issue prevention
Contribute ideas and recommendations to improve service quality, efficiency, and user satisfaction
Perform regular office and conference room walkthroughs to test equipment, ensure functionality, and maintain cable management standards
Support workstation moves, adds, and changes as required
Travel between office locations as needed
Ability to lift and move equipment up to 50 pounds
Other duties as assigned
Qualification
Required
5–7 years of experience in IT support, service desk, or end-user computing roles
Prior experience in a legal or professional services environment required
Experience working within an IT service management (ITSM) framework
Strong experience supporting Microsoft Windows 11 and Microsoft Office applications
Hands-on experience with Dell and HP laptops and mobile devices (iOS and Android)
Proven experience working under defined SLAs in a customer-facing support role
CompTIA A+ and/or Network+
Microsoft role-based certifications or equivalent technical certifications
Strong analytical and problem-solving skills with attention to detail
Excellent organizational, communication, and interpersonal skills
Ability to manage multiple priorities while meeting deadlines and service standards
Ability to work effectively under pressure and handle issues professionally
Demonstrates professionalism, reliability, and accountability
Maintains a positive, customer-focused attitude
Takes initiative and ownership of responsibilities
Strong customer service orientation with a proactive, solution-focused mindset
Demonstrates empathy and responsiveness to user needs
Communicates clearly and respectfully with technical and non-technical audiences
Benefits
Benefits, following 30 days of employment
Supportive, team-focused environment
Professional growth
Company
Amundsen Davis, LLC
Amundsen Davis is a law firm comprised of over 250 attorneys headquartered in Chicago.
201-500 employees
Funding
Current Stage
Growth StageLeadership Team
E
Erika Stamper
Partner and Insurance Coverage Attorney
Larry Schechtman
Founding member and Managing Partner
Recent News
2024-11-27
2022-10-13
Company data provided by crunchbase