Sidley Austin LLP
Technical Support Specialist
Location:
Washington D.C.
Department:
Information Technology
Summary The Deskside Technical Support Specialist provides desktop and mobile hardware and software support to high-profile end-users. The role resolves a wide variety of requests, inquiries, and complaints using extensive technical knowledge of hardware and software. The specialist serves as the primary IT point of contact for high‑touch, high‑profile customers, liaises with stakeholders, and drives service excellence day‑to‑day.
Strong customer service skills, empathy, clear communication, and prompt issue resolution are essential, as they directly impact the user experience by fostering trust, reducing downtime, and ensuring high‑profile clients feel supported at every interaction. The candidate will have a strong knowledge of the end‑user computing ecosystem, quick learning of applications and services, and high emotional intelligence to navigate high‑pressure situations, respond with empathy, and build relationships with high‑profile users.
Duties and Responsibilities
Assist users in resolving computer‑related issues such as inoperative hardware or software, including network connections. Resolve customer inquiries efficiently through active listening and personalization, focusing on service excellence.
Hardware support functions: end‑user support, desktop, laptop, office setups, mobile device support; perform imaging, post‑image configurations, preventative maintenance, basic printer troubleshooting, coordinate vendor repairs.
Software support functions: troubleshoot applications standard within Sidley’s environment; install and configure software, updates, preventative maintenance; support third‑party applications with vendor coordination.
Identify inefficient IT processes, recommend improvements, implement solutions using Microsoft tools such as PowerAutomate, PowerShell, PowerApps to enhance support efficiency and internal IT collaboration.
Manage deployed and inventory assets, maintain accurate records for each user and equipment, coordinate hardware moves, changes, exchanges.
Provide break/fix support for telephony equipment (handsets, cords, base units).
Assist with projects such as hardware or software upgrades, office moves, special events.
Manage and process hardware warranty claims and issues, facilitate warranty repairs with third‑party vendors.
Maintain accurate records of user requests and incidents in the IT Service Management System.
Perform other duties as required.
Target Salary Range $72,000 - $90,000 if located in Washington DC
Qualifications To perform this job successfully, the candidate must satisfy the requirements below.
Education:
Bachelor’s degree or equivalent work experience.
Experience:
Minimum of 4 years of direct and exceptional user support in a high‑performance culture, including:
Practical knowledge of supporting and troubleshooting Zoom, Intune, Okta, ProofPoint, O365 Applications (Outlook, Word, PowerPoint, SharePoint, Teams), NetDocs, Citrix, ServiceNow.
Experience supporting Windows‑based computers (Windows 10/11).
Experience supporting iOS, Android and MDM solutions.
Experience working with vendors on support cases.
Preferred:
Law Firm or Professional Services experience.
ITIL certifications, A+ certifications, Microsoft Office Application certifications.
PowerAutomate/PowerShell/Python scripting.
Experience with RPA tools, Microsoft Graph, Microsoft PowerApps.
Knowledge of AI Prompt Engineering.
Other Skills and Abilities:
Strong organizational skills.
Strong attention to detail.
Good judgment.
Strong interpersonal communication skills.
Strong analytical and problem‑solving skills.
Able to work harmoniously and effectively with others.
Able to preserve confidentiality and exercise discretion.
Able to work under pressure.
Able to manage multiple projects with competing deadlines and priorities.
Sidley Austin LLP is an Equal Opportunity Employer.
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Washington D.C.
Department:
Information Technology
Summary The Deskside Technical Support Specialist provides desktop and mobile hardware and software support to high-profile end-users. The role resolves a wide variety of requests, inquiries, and complaints using extensive technical knowledge of hardware and software. The specialist serves as the primary IT point of contact for high‑touch, high‑profile customers, liaises with stakeholders, and drives service excellence day‑to‑day.
Strong customer service skills, empathy, clear communication, and prompt issue resolution are essential, as they directly impact the user experience by fostering trust, reducing downtime, and ensuring high‑profile clients feel supported at every interaction. The candidate will have a strong knowledge of the end‑user computing ecosystem, quick learning of applications and services, and high emotional intelligence to navigate high‑pressure situations, respond with empathy, and build relationships with high‑profile users.
Duties and Responsibilities
Assist users in resolving computer‑related issues such as inoperative hardware or software, including network connections. Resolve customer inquiries efficiently through active listening and personalization, focusing on service excellence.
Hardware support functions: end‑user support, desktop, laptop, office setups, mobile device support; perform imaging, post‑image configurations, preventative maintenance, basic printer troubleshooting, coordinate vendor repairs.
Software support functions: troubleshoot applications standard within Sidley’s environment; install and configure software, updates, preventative maintenance; support third‑party applications with vendor coordination.
Identify inefficient IT processes, recommend improvements, implement solutions using Microsoft tools such as PowerAutomate, PowerShell, PowerApps to enhance support efficiency and internal IT collaboration.
Manage deployed and inventory assets, maintain accurate records for each user and equipment, coordinate hardware moves, changes, exchanges.
Provide break/fix support for telephony equipment (handsets, cords, base units).
Assist with projects such as hardware or software upgrades, office moves, special events.
Manage and process hardware warranty claims and issues, facilitate warranty repairs with third‑party vendors.
Maintain accurate records of user requests and incidents in the IT Service Management System.
Perform other duties as required.
Target Salary Range $72,000 - $90,000 if located in Washington DC
Qualifications To perform this job successfully, the candidate must satisfy the requirements below.
Education:
Bachelor’s degree or equivalent work experience.
Experience:
Minimum of 4 years of direct and exceptional user support in a high‑performance culture, including:
Practical knowledge of supporting and troubleshooting Zoom, Intune, Okta, ProofPoint, O365 Applications (Outlook, Word, PowerPoint, SharePoint, Teams), NetDocs, Citrix, ServiceNow.
Experience supporting Windows‑based computers (Windows 10/11).
Experience supporting iOS, Android and MDM solutions.
Experience working with vendors on support cases.
Preferred:
Law Firm or Professional Services experience.
ITIL certifications, A+ certifications, Microsoft Office Application certifications.
PowerAutomate/PowerShell/Python scripting.
Experience with RPA tools, Microsoft Graph, Microsoft PowerApps.
Knowledge of AI Prompt Engineering.
Other Skills and Abilities:
Strong organizational skills.
Strong attention to detail.
Good judgment.
Strong interpersonal communication skills.
Strong analytical and problem‑solving skills.
Able to work harmoniously and effectively with others.
Able to preserve confidentiality and exercise discretion.
Able to work under pressure.
Able to manage multiple projects with competing deadlines and priorities.
Sidley Austin LLP is an Equal Opportunity Employer.
#LI-EC1
#J-18808-Ljbffr