McCalla Raymer Leibert Pierce LLP is hiring an onsite Service Desk Technician in Chicago, IL. This role supports end users with day-to-day technical issue resolution while contributing to documentation, system setups, and continuous improvements across the IT environment. The position includes a comprehensive compensation package with salary based on experience and accomplishments.
What you’ll do
- Provide first line support for end user IS requests through the Service Desk / Help Desk, including computer and laptop, printers, software, and mobility requests.
- Review and troubleshoot incidents and service requests daily, responding within the prioritized timeline based on the nature and extent of support needed.
- Use a ticketing system and the service desk tracking system to document status, progress notes, and resolutions.
- Document and implement job aids, instructional materials, and test plans to support repeatable service delivery.
- Install, configure, maintain, and troubleshoot a range of selected software, hardware, and accessories.
- Perform hardware/software upgrades for existing computer equipment as required.
- Triage and complete operational service requests, including hardware repair, printer support, PC optimization, PC/Thin Client set-ups, telephone set-ups, and user account management.
- Work with end users to determine hardware and software specifications, identify technical assistance requirements, and advise on service tickets.
- Coordinate with service vendors on site or by phone to provide direction and help maintain service continuity.
- Set up technical equipment for laptops, projectors, and other media for staff presentations, meetings, and training.
- Escalate issues that cannot be addressed by the Service Desk to the appropriate IT resource.
- Support procurement activities, including identifying hardware/software/server/mobility needs, developing price quote information, and executing purchases per approvals.
- Manage documentation for hardware inventories and licenses.
- Participate in the on-call rotation to provide Tier 1 end-user support and triage during major issues.
Skills and qualifications
- Customer service strength
- Active Directory user and security group management
- Strong working knowledge of Windows 11
- Proficiency with Microsoft O365
- Experience with SharePoint / Teams / OneDrive
- Familiarity with the Microsoft System Center (SCSM) suite
- PC hardware repair proficiency
- Experience or familiarity with telecommunication systems (including Zoom phone)
- Ability to configure and troubleshoot iOS (iPhone) and Android
- Hands-on support experience with audiovisual equipment such as conference phones, videoconferencing, videoconferencing management systems, and flat screen displays
- Expert understanding of desktop and laptop hardware components
- General knowledge of networking concepts
- 3 to 5 years of experience
- Education: Associate degree or bachelor’s degree preferred
Technology environment
Windows 11, Microsoft O365, SharePoint, Teams, OneDrive, Microsoft System Center (SCSM) suite, Active Directory, Zoom phone, iOS, Android, videoconferencing, videoconferencing management systems, Thin Client, telephone set-ups, service desk tracking system, ticketing systems.
Work setup and physical demands
- Onsite for hands-on assistance
- Telework available on a short-term basis when personal conflicts arise
- Normal office working conditions with quiet to moderate noise
- Frequently required to sit, talk, or hear; occasionally stand, walk, use hands, reach, stoop, kneel, or crouch
- Must occasionally lift or move up to 25 pounds
- Specific vision abilities required: close vision and ability to adjust focus
Important notice
No employment sponsorship or immigration support is available for this position. McCalla Raymer Leibert Pierce, LLP will not consider employment immigration sponsorship or support, including CPT, OPT, or STEM OPT plans, nor sponsor in any NIV category (including TN, E-3, H-1B, O-1), or submit the position in the H-1B Registration. Applicants must be legally authorized to work in the United States now and in the future.
This job description is not intended to be all-inclusive. The employee may perform other related duties to meet the ongoing needs of the organization.
