Amundsen Davis, LLC · 2 hours ago
Information Technology Support Analyst II - AV
Chicago, IL
Full-time
Onsite
Mid, Senior Level
$65K/yr - $75K/yr
5+ years expAmundsen Davis, LLC is a law firm seeking an IT Support Analyst II to provide superior technical support to attorneys and staff. This role is responsible for ensuring the seamless operation of office and personal computing technology while enhancing the firm's ability to serve its clients.
AdviceConsultingLegalProfessional Services
Hiring Manager
Darcy Kummerow
Responsibilities
Deliver phone and deskside support for various desktop, server, and network issues, managing incidents from initial report to resolution
Accurately log and document all support activities in the Incident Tracking system, ensuring timely updates and clear communication with end users
Troubleshoot and resolve technical problems, including software installations, hardware upgrades, application configurations, and mobile device setups
Provide tailored IT training and education during interactions or attorneys and staff
Provide technical and logistical support for audio/video conferencing and other technology-related meeting needs
Maintain the operational availability of all technological resources, including, but not limited to:
Workstations (Laptops, desktops)
Printers
Data Communication equipment
Audio-visual equipment
The IT Support Analyst II is a technical support provider, leader, and problem-solver. They perform as a first-level/second-level technical resource to customers, guiding them through their technical issues. They also function as an escalation resource for other members of the Technology Department, stepping in when complex problems arise
Participate in research and testing new applications and projects related to firm-wide implementations
Evaluate and analyze incident trends to identify opportunities for process improvements and proactively prevent future issues
Participate in continuous improvement initiatives and surface ideas to raise service quality
Regularly conduct office visits and conference room checks to ensure all equipment is operational and meets quality standards
Manage tickets within the Service Desk Plus system, ensuring updates every three days and adherence to a 1-hour SLA response time
Maintain tickets, tasks, and projects within the Service Desk Plus ticketing system
Assist with conference setup and take down for Executive or large meetings
Support new hire setup, including, device configuration, and deployment, as well as retrieval and management of equipment for departing employees. Assist with device imaging as requested
Collaborate with Managed Service Providers (MSPs) on escalated incidents and service requests
Continuously contribute to and update the internal knowledge base, ensuring current and accurate documentation
Assist with conference setups, particularly for executive or high-profile meetings
Perform other duties as needed/requested
Qualification
Required
Deliver phone and deskside support for various desktop, server, and network issues, managing incidents from initial report to resolution
Accurately log and document all support activities in the Incident Tracking system, ensuring timely updates and clear communication with end users
Troubleshoot and resolve technical problems, including software installations, hardware upgrades, application configurations, and mobile device setups
Provide tailored IT training and education during interactions or attorneys and staff
Provide technical and logistical support for audio/video conferencing and other technology-related meeting needs
Maintain the operational availability of all technological resources, including, but not limited to: Workstations (Laptops, desktops), Printers, Data Communication equipment, Audio-visual equipment
The IT Support Analyst II is a technical support provider, leader, and problem-solver. They perform as a first-level/second-level technical resource to customers, guiding them through their technical issues
They also function as an escalation resource for other members of the Technology Department, stepping in when complex problems arise
Participate in research and testing new applications and projects related to firm-wide implementations
Evaluate and analyze incident trends to identify opportunities for process improvements and proactively prevent future issues
Participate in continuous improvement initiatives and surface ideas to raise service quality
Regularly conduct office visits and conference room checks to ensure all equipment is operational and meets quality standards
Manage tickets within the Service Desk Plus system, ensuring updates every three days and adherence to a 1-hour SLA response time
Maintain tickets, tasks, and projects within the Service Desk Plus ticketing system
Assist with conference setup and take down for Executive or large meetings
Support new hire setup, including, device configuration, and deployment, as well as retrieval and management of equipment for departing employees
Assist with device imaging as requested
Collaborate with Managed Service Providers (MSPs) on escalated incidents and service requests
Continuously contribute to and update the internal knowledge base, ensuring current and accurate documentation
Assist with conference setups, particularly for executive or high-profile meetings
Perform other duties as needed/requested
Microsoft MCP certification desired; CompTIA A+ or Network+ certifications preferred
Bachelor's degree in Computer Science, Information Technology, or related field preferred, or equivalent professional experience (5-7 years)
Extensive experience with Windows 10, Microsoft Office 365, and Dell & HP workstations
Familiarity with ITIL-based Incident Management and Service Desk frameworks, with experience meeting strict Service Level Agreements (SLAs)
Experience working in a team-oriented, collaborative environment
Previous experience in legal or professional services environments is highly beneficial
Knowledge of Incident Management
Exceptional customer service skills, with a consultative approach to resolving technical issues
Excellent analytical and critical thinking skills and ability to manage multiple assignments simultaneously while meeting deadlines and quality standards
Ability to prioritize and handle multiple tasks effectively in a fast-paced environment
Must be an initiative-taking achiever who benefits from providing excellent customer service
Ability to absorb and retain information quickly
Strong problem-solving abilities with a keen attention to detail
Capable of lifting and moving equipment up to 50 lbs. and traveling as required
Positive, solution-oriented attitude with a strong commitment to providing excellent customer service
Proactive and driven, consistently demonstrating initiative in resolving issues and improving processes
Empathetic and patient in addressing user concerns, always ensuring a professional and courteous demeanor
Highly adaptable, able to absorb new information quickly and apply it effectively
Preferred
CompTIA A+ or Network+ certifications preferred
Bachelor's degree in Computer Science, Information Technology, or related field preferred, or equivalent professional experience (5-7 years)
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