Vedder Price's Chicago office is looking for an IT Support Specialist. The IT Support Specialist is a hybrid role with a focus on providing exceptional technical support to our staff. This position will split time between resolving hardware issues (3 days) and assisting users with software applications over the phone (2 days).

As the IT Support Specialist, your job duties will include but are not limited to:

• Log all calls in the ticketing system and practice total contact ownership for each ticket created, following department escalation procedures when an issue cannot be resolved within a reasonable timeframe.
• Research, document and provide confident, accurate solutions to user problems on a timely basis, providing appropriate progress reporting and status update in the TSC ticket.
• Prioritization of calls, tickets and managing workflow.
• Report potential trends to management.
• Must be able to work under pressure to meet strict deadlines.
• Must be consistent in performance with minimal absence and unapproved leave.
• Provide holiday, weekend, or evening TSC support coverage when needed.

Deskside Support (3 Days):

• Maintain expert knowledge of new and existing hardware and equipment.
• Provide troubleshooting assistance with use of the firm's hardware and software to all firm employees and their clients.
• Handle special equipment requests from users. Most of these requests require approval from the TSC Supervisors.
• Responsible for addressing and resolving all user hardware issues, including desktops, laptops, and printers.
• Accurately maintain hardware inventory and any associated warranties in the TSC database.
• Work with Vendors to RMA or warranty equipment and perform repair and replacements of all user equipment as needed.
• Provide detailed documentation regarding images, the imaging process, warranties, returns, and other pertinent information to the TSC.

Application Support (2 Days):

• Maintain expert knowledge on all applications and technology platforms used at Vedder Price.
• Provide support for all Vedder Price employees and/or clients via phone and email.
• Diagnose and resolve technical hardware, software and telephone issues. Research unresolved issues using all available resources.
• Perform any assigned Subject Matter Expert duties, including working with engineers or vendors to resolve issues.

Skills & Competencies:

• Ability to perform detailed troubleshooting of complex technical issues.
• Strong interpersonal skills required to communicate with other Technology team members and end users, including the ability to listen and understand situations, problems, and solutions.
• Must have positive customer service attitude and ability to work well with other groups.
• Effective written and oral communication skills.
• Capability to schedule and coordinate multiple activities in results-oriented environment.
• Strong organization skills, including the ability to prioritize and independently work on several issues at one time.

Qualifications & Required Experience:

• Prior experience in corporate IT desktop support preferred.
• PC hardware repair knowledge required.
• Proficiency in Windows 10 and Office 365 required.
• Preferred Certifications: CompTIA A+, Microsoft Certifications, CompTIA ITF+, Google IT Support

Equal Employment Opportunity

Vedder Price P.C. is an equal opportunity employer. We value and encourage diversity and solicit applications from all qualified applicants without regard to race, color, gender, sex, age, religion, creed, national origin, ancestry, citizenship, marital status, sexual orientation, physical or mental disability (where applicant is qualified to perform the essential functions of the job with or without reasonable accommodations), medical condition, protected veteran status, gender identity, genetic information, or any other characteristic protected by federal, state, or local law. We participate in E-verify.

Applicants who are interested in applying for a position and require special assistance or an accommodation during the process due to a disability should contact the Vedder Price Recruiting Team at vprecruiting@vedderprice.com.