IT Support Analyst II

Amundsen Davis, a full-service business law firm, is seeking a Information Technology Support Analyst II to provide both technical support and educational and consultative support to customers. The assigned person will participate in maintaining and improving the timeliness and quality of technology support given to all customers while also ensuring the proper function of personal computing and office technology to provide attorneys and staff the most efficient and effective tools to accomplish business tasks. This includes the proper triage, documentation, prioritization and resolution of customer requests and incidents.

Duties and Responsibilities

The following are the key responsibilities of the IT Support Analyst II position:

• Provides phone and deskside support from start to completion for all desktop/server related issues, including problem assessment/resolution.
• Responsible for manually logging all phone calls made to the Help Desk and ensuring that all issues are captured in the Incident Tracking database.
• Perform direct fixes, including installing and upgrading software, installing hardware, implementing file backups, and configuring applications and mobile devices.
• Actively involved in providing IT training or instruction through customer service interactions and scheduled training sessions.
• Actively involved with the development of end user IT training.
• Provide technical and logistical support for audio/video conferencing services.
• Maintain the operational availability of all technological resources, including, but not limited to:
  • Workstations (Laptops, desktops)
  • Printers
  • Data Communication equipment
  • Audio visual equipment
• Perform as a first level technical resource to customers as well as function as an escalation resource for other members of the Technology Department.
• Participate in research and/or testing of new applications and/or projects relating to firm wide implementations.
• 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.
• Participate as an active member of project teams as assigned.
• Managing assigned incidents and service requests within the ticketing system
  • Tickets must be updated with status and communication with the end-user every three days until incidents/service requests are resolved.
  • Ability to maintain 1 hour SLA response time on all incidents and Service requests
• Maintain tasks and projects within the Service Desk Plus ticketing system.
• Assist with conference setup and take down for Executive or large meetings.
• Utilize Knowledge base (solutions) and update knowledge base articles as needed.
• Perform other duties as needed

Education and Experience

• Experience in computer science, information sciences, or related fields for 5 to 7 years.
• Microsoft MCP desired or other appropriate certification preferred.
• Knowledge of Incident Management
• CompTIA A+ and/or CompTIA Network+ preferred
• Strong computer hardware and mobile device knowledge, including Dell & HP workstations and laptops, plus iPhones, Androids, etc.
• Experience with Microsoft Windows 10 Operating system.
• 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.
• Experience of working in a legal/professional services environment beneficial.

Knowledge, Skills, and Abilities

The responsibilities listed below are representative but not all-inclusive of the knowledge, skill, and/or ability necessary to perform the essential duties of this position satisfactorily and successfully.

• Excellent organizational, decision-making, interpersonal, and communication skills.
• Excellent analytical and critical thinking skills and ability to manage multiple assignments simultaneously while meeting deadlines and quality standards.
• Ability to work under pressure and professionally handle conflicts.
• Must be an initiative-taking achiever who benefits from providing excellent customer service.
• Ability to absorb and retain information quickly.
• Keen attention to detail.
• Ability to lift and move up to 50 lbs.
• Ability to travel when required.

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 www.amundsendavislaw.com.

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.