IT Support Analyst

Boutique litigation law firm in Chicago is seeking an IT Support Analyst.

1-2 years of experience working in a law firm is required; 2-3 years minimum in IT Support/Helpdesk experience.

Job Summary:

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

Responsibilities will include:

supporting end-user and endpoint systems, troubleshooting with users and vendors to resolve issues, managing inventory, and assisting the broader IT team with ongoing projects. 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.

Primary Responsibilities:

• Primary IT resource in the Chicago office while providing timely end-user support across the firm.

• Work with end-users and endpoint systems to troubleshoot hardware and software issues.

• Coordinate the day-to-day operational IT activities, including new hire setup, audio and video conference presentations, office moves

• 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.

Experience & Qualifications:

• Four-year degree in a technical field such as Information Technology, Computer Science or other relevant field.

• 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);

• Attention to detail, organized, self-motivated and driven, proactive, hardworking and quick learner

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, Cisco