Helpdesk Analyst, Chicago

Helpdesk Analyst

New Yesterday

Position: Helpdesk Analyst

Dept./Practice Group: IT

FLSA: Nonexempt

Reports To: Director of IT

Salary Range: $65,000.00 to $75,000.00 annually commensurate with experience

Hours: 35 hours per week; Generally, 9 am - 5 pm

Job Summary: The Helpdesk Analyst provides frontline IT support for a mid-sized law firm with 140 lawyers and 100 additional staff, delivering personalized service to lawyers and all employees. This role resolves hardware, software, and connectivity issues, with a focus on Microsoft Office, iManage, and Litera products, ensuring minimal disruption to legal workflows. The Helpdesk Analyst works to maintain high service standards, client confidentiality, and compliance with legal regulations. Benefits include, medical, dental, vision, term life and disability coverage as well as a 401(k) plan.

Responsibilities: • User Support: Respond to lawyer IT issues (e.g., iManage sync errors, Microsoft Outlook failures, Litera Compare crashes) within 15 minutes, often in-person. Assist with technology setup for critical tasks. Address IT requests for all 240 users, including password resets, software installations, and connectivity issues, with resolution times under 4 hours for non-critical issues. Escalate complex issues to the Director of IT or other IT personnel. Diagnose and resolve issues with Microsoft Office 365 (Outlook, Word, Excel, Teams), iManage Work (e.g., document check-in/out), and Litera products (e.g., Compare, Metadact). • On-Site and Remote Support: Provide on-site support during business hours to meet expectations. Use remote support tools (e.g., Teams, Bomgar) for staff working remotely or in other offices. Log all tickets in the helpdesk system, documenting issue details, resolution steps, and follow-ups. Contribute to user guides or FAQs for Microsoft Office, iManage, and Litera workflows.

Knowledge, Skills and Abilities: • Associate's or Bachelor's degree in IT, Computer Science, or related field (or equivalent experience). • 2-5 years experience in IT support, preferably in a legal or professional services environment. • Proficiency in Microsoft Office 365 (Outlook, Word, Excel, Teams), iManage Work, and Litera products. • Knowledge of Windows 10/11, and networking (e.g., Wi-Fi troubleshooting). • Familiarity with ServiceNow helpdesk software or comparable ITSM and remote support tools. • Exceptional communication and customer service skills to assist non-technical lawyers under pressure. • Strong problem-solving and time-management skills to prioritize urgent requests. • Understanding of legal workflows (e.g., document management, document comparison) and client confidentiality requirements.

Working Conditions and Physical Effort: • Work is normally performed in a typical office work environment at an assigned station. • Primarily office-based with on-site support requirements; some remote support may be needed. • Standard business hours with occasional after-hours on-call duties. • Fast-paced environment requiring quick response to lawyer needs. • Limited exposure to physical risk, but must be able to lift 40 lbs. • Must be able to comply with all safety requirements in the workplace.

Disclaimer:

Incumbents must be able to perform the essential functions of the position satisfactorily and, if requested, reasonable accommodations will be made to enable employees with disabilities to perform the essential functions of their job, absent undue hardship.

This job description in no way states or implies that these are the only duties to which will be required in this position. The Firm reserves the right to change or assign other duties to this position (within guidelines and compliance with Federal and State Laws). Continued employment remains on an "at-will" basis.

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Location:: Chicago
Job Type:: FullTime

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