IT Support Analyst II

5 hours ago

Chicago, Illinois, United States Amundsen Davis Full time
Job Summary

Amundsen Davis is seeking a skilled IT Support Analyst II to provide technical support and educational services to customers. The ideal candidate will have experience in computer science, information sciences, or related fields, and possess strong analytical and critical thinking skills.

Key Responsibilities
  • Provide phone and deskside support for desktop/server related issues, including problem assessment and resolution.
  • Log all phone calls and ensure issues are captured in the Incident Tracking database.
  • Perform direct fixes, including software installation and upgrades, hardware installation, and configuration of applications and mobile devices.
  • Provide IT training and instruction through customer service interactions and scheduled training sessions.
  • Develop end-user IT training and provide technical and logistical support for audio/video conferencing services.
  • Maintain the operational availability of technological resources, including workstations, printers, data communication equipment, and audio visual equipment.
  • Function as a first-level technical resource and escalation resource for other members of the Technology Department.
  • Participate in research and testing of new applications and projects, and evaluate documented resolutions and analyze trends for ways to prevent future problems.
  • Actively participate in continuous service improvement initiatives and surface ideas to raise service quality.
  • Manage assigned incidents and service requests within the ticketing system, updating tickets with status and communication with the end-user every three days until incidents/service requests are resolved.
  • Maintain tasks and projects within the Service Desk Plus ticketing system, and assist with conference setup and take down for Executive or large meetings.
  • Utilize the Knowledge base and update knowledge base articles as needed.
Requirements
  • 5-7 years of experience in computer science, information sciences, or related fields.
  • Microsoft MCP or other appropriate certification preferred.
  • Knowledge of Incident Management and CompTIA A+ and/or CompTIA Network+ certifications.
  • Strong computer hardware and mobile device knowledge, including Dell and HP workstations and laptops, plus iPhones and Androids.
  • Experience with Microsoft Windows 10 Operating System and extensive application support experience with Microsoft Office.
  • Proven track record of working under Service Level Agreements and a Service Desk framework.
  • Experience working in a team-oriented, collaborative environment and experience of working in a legal/professional services environment beneficial.
Personal Attributes
  • Consistently demonstrates a positive attitude and approach.
  • Demonstrates enthusiasm and dedication.
  • Consistently displays initiative by proactively providing solutions and driving long-term objectives toward completion.
  • Demonstrates empathy and focuses on the needs of internal and external customers/contacts where relevant.
  • Always maintains a courteous and professional manner.

About the Firm
Amundsen Davis is a full-service business law firm comprised of 230 attorneys headquartered in Chicago. As one of the fastest growing law firms in the Midwest, we understand the entrepreneurial thinking that drives business decisions for our clients. We use this insight to respond to the needs of clients creatively, expediently and pragmatically. The firm handles the transactional, labor and employment, and litigation needs of companies across the U.S. Our experience in both litigated and transactional matters makes us a unique partner for your business. The law firm has offices in the following locations: Chicago, Crystal Lake, St. Charles, and Rockford, IL; Columbus, OH; Milwaukee, Appleton, Brookfield, Green Bay, and Madison, WI; St. Louis, MO; and Indianapolis, IN.

For more information, visit us online at Amundsen Davis. Amundsen Davis is an Equal Opportunity Employer. We support and encourage workforce diversity. We do not discriminate because of an individual's race, color, religion, gender, national origin, sexual orientation, gender identity or expression, ancestry, citizenship, creed, marital status, veteran status, age, family care giving responsibilities, genetic profile or predisposition, pregnancy or disability with respect to hiring, promotion, firing, compensation, or other terms, conditions, or privileges of employment.

This position is not open to recruiters.

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