We are seeking a Technical Support Specialist to join our Information Technology department, in Chicago, providing desk side technical support based upon standard operating procedures, including troubleshooting and resolving any custom application, system or hardware issues.
Act as a project resource when directed and work closely with their local, regional and global peers to ensure seamless IT service delivery and support for the end user and the IT department's strategic goals and initiatives
Provision of excellent 2nd line/desk side incident, problem and request management support in accordance with documented processes
Provide full life cycle management of all escalated incidents, requests and problems including troubleshooting research, investigation, isolation and resolution
Work with the team to manage all local hardware assets and assist with hardware upgrades and tracking
Provide support to other IT teams by providing testing of new software packages and upgrades to existing software applications
Update and contribute to the Knowledge base to share expertise
Act as a technology resource to the Firm for industry trends, technology implementations (hardware and software) and change management issues
Repair and maintain all Firm-supported laser printers, laptops and desktops in accordance with firm standards
Provide backup support for audio visual/video conference events (where applicable)
Provide programming and move/add/change support for Cisco IP phones (where applicable)
Provide on-call support as part of an agreed schedule
High School Diploma or equivalent required
Associates Degree in related field is preferred
3-4 experience in a Level 1 or 2 support position-strong emphasis on hardware/software troubleshooting
3-4 years experiences in a Call Center or a Help Desk environment
Law Firm experience a plus
Ability to work a second shift (11:00 am - 7:30 pm)
Knowledge of Windows 7 and all related problems with OS and registries; Windows 10 experience helpful
Advanced knowledge of Microsoft Office Suite in addition to other relevant legal applications (time recording systems, metadata management systems, PDF converters, media players, document encryption and compression tools)
In-depth understanding of AD including Active Directory role, Exchange, TCP/IP, DNS, DHCP, VPN as it relates to desktop support activities
Strong knowledge of hardware, printers and laptops and BlackBerry/iPhone and latest Android devices/BES
Imaging and configuring PCs to Firm standards for rollout to users
Ability to build a clone computer and troubleshoot all computer hardware issues
Strong knowledge in replacing broken parts in laptops and troubleshoot all laptop hardware issues
Knowledge of document management systems and e-filing processes
Excellent customer service skills, e.g. helpful empathetic approach; handles difficult customers and situations in a calm professional manner
Possess strong verbal and written communication skills
Support and encourage a positive team environment
Ability to lift or move up to 50 lbs.
We offer competitive compensation and comprehensive benefits, including medical/dental/vision/life/and AD&D insurance, 401(k) savings plan, back-up childcare and eldercare, generous paid time off (PTO), as well as opportunities for professional development and growth.
If Mayer Brown sounds like the right place for you, and if you have the qualifications we are seeking, please apply through the career section (no e-mailed resumes, please) on www.mayerbrown.com. EOE m/f/d/v
Mayer Brown LLP is a leading global law firm with offices in key business centers across the Americas, Asia, Europe and the Middle East. The firm takes a cross-practice, cross-border approach to solving the needs of its clients through the seamless integration of its lawyers across the globe.
Mayer Brown is noted for its commitment to client service and its ability to solve the most complex and demanding legal and business challenges worldwide.