IT Support Specialist

About Smokeball

Smokeball is powering people-law. Our legal practice management software lightens the administrative burden, so legal professionals have more time to serve the people who need them most. With automatic time tracking, tailored workflows, and rapid innovation through AI, Smokeball is the industry standard in people-law.


With offices across Australia, the US, and the UK, we're united by a clear purpose and that purpose has shaped a culture worth being part of.


About the role

We're on the hunt for a full-time IT Support Specialist based in our Chicago office to help keep our people connected, our technology running smoothly, and those pesky IT issues under control! While your working hours and role are based in Chicago, you'll share the workload with our global IT team to provide IT support to colleagues around the world. You'll report directly to the Head of IT.

If you love solving problems, enjoy getting your hands on different technologies, and are the go-to person when something stops working, we want to hear from you!

You will bring experience in IT support, desktop and network troubleshooting, along with a proactive, can-do attitude. We're looking for someone who is curious, collaborative, loves a challenge and is always keen to learn something new.

No two days will look quite the same, so if you thrive in a fast-paced environment and love helping people, you'll fit right in!

This is a hybrid role based in our office in Chicago, IL. This role requires a minimum of 3 days per week in the office.

Primary responsibilities

• Provide direct IT support to Chicago staff and, as part of the global IT team, to Smokeball colleagues worldwide in a professional and approachable manner.

• Provide technical support on hardware, software and network-related issues in person and via phone, email and remote support tools.

• Identify, categorize, prioritize, diagnose and resolve service incidents and requests, including software, hardware, Microsoft 365, printers, SharePoint, and standard business applications such as Zoom and Slack.

• Support users with Windows 11, Microsoft 365 services, desktop applications, and macOS devices.

• Set up, configure and maintain new desktops, laptops and peripherals for staff, ensuring timely onboarding of new employees.

• Manage user accounts, permissions and security protocols for systems and applications.

• Troubleshoot network and server issues, assist with basic network administration and carry out regular maintenance as required.

• Create and deploy new software installations, system updates and software deployments.

• Set up, maintain and troubleshoot video conferencing software and hardware.

• Maintain an inventory of hardware and software assets.

• Provide training and guidance to end-users on IT-related topics, including best practices for system usage.

• Ensure all IT service requests are resolved within defined service levels and according to their priority, prioritizing workload and managing deadlines.

• Escalate complex issues to higher-level support when necessary.

• Document all relevant software, hardware and operational procedures.

• Share the workload with the global IT team to provide IT support globally.

• Communicate updates to the Head of IT and set clear service expectations.

Required skills & experience

• 1-3 years' experience in IT support or a similar role, including desktop and network troubleshooting.

• IT certifications or equivalent hands-on experience.

• Strong knowledge of Windows 11, Microsoft 365, IT hardware, software and basic networking.

• Experience administering Microsoft 365, managing devices and packaging applications through Intune, and using remote support tools.

• Previous customer service experience with excellent communication, professionalism and problem-solving skills.

• Strong organizational skills, attention to detail and the ability to prioritize in a fast-paced environment.

• Proactive, solutions-focused attitude with a sense of urgency and a positive, can-do approach.

• Ability to support AV and meeting room setups, software licensing and IT onboarding.

• Comfortable following IT processes, security protocols and escalation procedures, with guidance from internal or external IT support.

• Passionate about new technologies and willing to learn.

Compensation

$60-70k per year


What's in it for you?

Competitive Salary

Work-Life Balance: 20 vacation days, 3 reboot days, birthday off, volunteer time, and more!

Benefits: Excellent medical, dental, vision coverage. 401(k) match, & monthly wellness stipend

Parental leave

Office lunch and loads of snacks

And of course...the SWAG!

Want to Know More?

Why do we do what we do? Where did the name 'Smokeball' come from? What are our values? Learn more here!

*Smokeball values diversity & inclusion and is proud to be an Equal Employment Opportunity employer. Smokeball considers all individuals seeking employment without regard to race, color, religion, national origin, age, sex, marital status, ancestry, physical or mental disability, veteran status, gender identity, sexual orientation, or any other legally protected characteristic.

If you're excited about this role, we encourage you to apply even if your experience doesn't check every box.