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Customer Computing Support
SmithAmundsen LLC-Main Office
115 Attorneys; 130 Staff
Reports to: Sr. IT Customer Support Manager
LOCATION: 150 N. Michigan Chicago, IL
EDUCATION: Bachelor's degrees or equivalent coursework Legal or professional services experience strongly preferred. ITIL Certification preferred
EXPERIENCE: MIn of 5 years in a customer service role within IT. Min intermediate knowledge of: Windows 7 and 10 Microsoft Office Suite 2007/10/13 DMS experience, preferably iManage Work and VoIP.
DESCRIPTION: The primary role of the IT Customer Computing Support Specialist is ensuring the highest level of service is provided to all our customer constituencies by providing appropriate support, education and administration of all SmithAmundsen customer computing and conference / collaboration technologies and functioning as a level II / III level resource for all internal customers as well as external clients as appropriate. An aptitude for working with a variety of applications, systems and hardware, to perform appropriate level support and troubleshooting, diagnosis and resolution of level II / III escalated incidents and manage the incident lifecycle of escalations to other specialty areas or service partners is required for this role, as is the ability to present information to groups, be it an educational setting, or informative. The following are the key responsibilities of the Customer Computing Support Specialist: Deskside Support and/or Education for all customer computing technology - Fction as an extension of the Support Desk, providing backup and 2nd and 3rd Level Support -Timely Setup of conference room technology for scheduled meetings, include audio, web based and video conferences - Perrm Moves / Adds / Changes, to include new personnel setups across all systems within the SmithAmundsenIT responsibility (AD, email, Interaction, etc) -Maintain accurate asset inventory of all equipment under the responsibility of SmithAmundsenIT, including the processing and imaging of new and returned computers -Identify , review emerging trends and act upon or report solutions or alternatives - Receive, identify and log all level II / III Incidents according to established guidelines-Incident and Problem Management responsibilities, including the effective root cause troubleshooting and identification of any incidents or problems assigned -Ensure the operational availability of all customer computing technology, to include computers, mobile devices, printers, Desktop Phones, A/V and Telecommunication Devices - Promote the effective and efficient use of firm provided technology services through all customer interactions - Working cross functionally to maintain an accurate, up-to-date IT Knowledge base - Perform as backup to Support Desk as required
Posted: August 21, 2018
Technical Support Specialist
Seyfarth Shaw LLP- Main Office
800 Attorneys; 2000 Staff
Reports to: National User Support Manager
LOCATION: 233 S. Wacker Dr Chicago, IL 60606
EDUCATION: Bachelor degree, or comparable experience preferred
EXPERIENCE: Minimum 1-3 years of general IT support experience in the legal environment Knowledge of Microsoft Windows 7/10, and Microsoft Office 2010/2016 within a professional services organization-Knowledge and support of various mobile email devices (Blackberry, iOS, Android, etc.) and tools -Ability to utilize and troubleshoot web-based applications -Outstanding internal and external facing client service orientation a must-Ability to handle conflict and difficult situations within a technical and client service environment
Effective communication abilities to all levels of personnel-Ability to adapt to changing technology within a professional services organization-Ability to quickly diagnose, organize, and prioritize competing deadlines and properly setting service expectations with clients. Be able to convey difficult technology concepts in non-technical terms in a proactive way that enables the client to work effectively. -Self-motivated and the able to execute tasks and make decisions independently and with the TSG team in high-pressure environments and situations. Desired Skills/Qualifications: Technical experience within the Legal industry, as well as support experience with a Document Management System (DMS),- Carpe Diem, Citrix, and other legal applications -Strong background in mobile technology applications and tools, including but not limited to mobile phones, WiFi and MiFi services and hardware -Strong planning skills to ensure appropriate technologies are available and understood for successful legal team support of their clients-Demonstrates professionalism, patience and a sense of calm in high stress situations. Ability to convey suggestions and concerns in a professional, client service-based manner. -Patient personality with an interest in training client constituents -Certifications a plus (A+, Network +,MOS, ITIL Foundations, etc.)
Bachelor degree, or comparable experience preferred.
DESCRIPTION: The Technical Support Specialist provides Level 2 support in a Seyfarth office. This position provides concierge level of technical support service to our professionals and staff either desk side, phone, email, or remotely. This position is responsible for analyzing and making decisions/judgements about technology challenges and problems. The position will assist with identifying technology, training, and customer service improvements. This position is responsible for building and maintaining positive and proactive service relationships within TSG and with Firm customers through project team membership, proactive incident and problem resolution, team work, and effective communication Job Description: Contribute to process and organizational development and improvements where necessary- Collaborate with IT leadership to identify and facilitate issue prioritization and decision making process-Identify and report status of critical incidents and problems to IT leadership-Facilitate and promote a team culture that encourages ownership of team goals, trust, respect, and strong cross collaboration throughout the Firm -Provide world class concierge level of technical support desk side and remotely for hardware and software -Use of incident management system to properly document and escalate issues as they are reported
Proactive learning of current and newly released applications -Ensure escalations from the Service Desk are prioritized properly and status communicated to the client in a timely matter -Perform troubleshooting, research and documentation of incidents and problems
Collaborate within the larger IT support team to ensure the highest level of customer support and resolution-Setup and delivery of various hardware and audio visual requests within the conference meeting rooms-Ensure all office integrated conference rooms are kept in appropriate working order-Keep up to date on emerging and competitive AV/VC technology-Participate in and contribute to workload and status review meetings-Seek and identify opportunities to enhance the clients experience with the Firm’s technology-Manage IT hardware assets and accurately maintain inventory count-After hours availability to assist with client serve delivery, system maintenance, and projects as needed.
Posted: August 3, 2018
Cassiday Schade LLP - Main Office
90 Attorneys; 64 Staff
Reports to: Director of Information Technology
LOCATION: 222 W. Adams Suite 2900 Chicago, IL
EDUCATION: HS Diploma or General Degree
EXPERIENCE: Previous law firm related experience preferred, but not required
DESCRIPTION: Cassiday Schade LLP is currently recruiting for a Network Administrator. This individual is responsible for the ongoing technical support and daily maintenance of LAN/WAN and VoIP. Provides enterprise wide engineering technical support and is the lead escalation resource for all IT related issues. CRITICAL SUCCESS FACTORS: •Strong Network Administration experience •Serve as point of escalation for complex, enterprise level issues •Demonstrates creativity in solving network engineering challenges in response to defined outcomes•Must possess a strong sense of ownership, urgency, drive and possess outstanding customer service and troubleshooting skills•Must be able to identify issues and concisely communicate re same; provide suggestions and implement solutions and document/monitor the outcome of problem resolutions•Possess the ability to interact with all levels of the organization and externally in a positive, productive, professional manner •Ability to plan, manage time according to schedules, and provide status updates required
•Ability to quickly learn new tools and resolve issues using all available resources•Ability to maintain various operating system architectures, including supporting technologies such as authentication protocols, e-mail infrastructure, anti-virus solutions, backup, document management systems, SAN, Cisco switching, virtualization, VoIP, performing capacity planning analysis on hardware and storage systems; system upgrades, testing and deployment of functional or security patches •Must be detail-oriented and have excellent time management skills/ability to prioritize •Work well independently and as part of a team.
FUNDAMENTAL COMPONENTS: •Design, configure, test, implement, monitor, manage and maintain LAN/WAN including infrastructure support •Active Directory design, planning, support and maintenance •Support and maintenance of VOIP phone systems
•Planning and monitoring servers and server/application activities to meet established Information Services tasks/projects; daily coordination of all activities related to the installation and planning of server, server/application, and server operating platforms
•Delivers engineering and support services for servers, storage, backup, disaster recovery, data replication, databases, messaging, network infrastructure, virtualization, remote access and other critical business systems •Apply systems analysis techniques and procedures to determine hardware and software •Responsible for change control for servers and systems throughout the enterprise •Virtualization platform design, support and maintenance •Oversees system administration functions including system backups and performance monitoring •Financial systems support, e-billing, cost recovery and SQL support •Citrix support •Data backup processing for DR/BC •Serves as point of contact for end-users seeking technical assistance •MS Exchange platform support including archiving
•Provide troubleshooting support and advanced analysis of requests within the Windows Server Environment. •Installs, upgrades, tests and configures workstations, peripheral equipment and software •Perform daily system monitoring verifying the integrity and availability of all systems and key processes, verifying completion of scheduled jobs such as backups reacting to associated outage alerts •Ability to manage time effectively, to meet schedules and deadlines, to work under time pressure, to multi-task, to plan, organize and prioritize work assignments, and to pay close attention to detail •Create/ document/analyze/design/test/modify the network infrastructure and computer systems •Conduct server builds and system implementations for all assigned infrastructure projects
•Proactive checkouts and monitoring to avoid service outages or limit their impact. Troubleshooting and fault isolation to restore service when necessary. •Ensures that all information systems are functional and secure •Perform other job related duties as assigned
CRITICAL COMPETENCIES: •Prior experience with scripting in PowerShell to automate administrative tasks and or function •Must possess excellent communication, documentation, and interpersonal skills•Experience with Windows Server and Hyper-V environment including activities such as provisioning, maintenance and troubleshooting.•Experience resolving physical and virtual servers in a professional services environment.•Strong working knowledge of Active Directory, DNS, DHCP, Windows GPO's, WSUS and network monitoring, logging and event monitoring, antivirus, server hardening, etc.•Strong working knowledge of Windows Server 2003 through 2016•Strong experience installing, configuring, and troubleshooting Microsoft Windows Server and desktop.
•SAN experience such as NetApp, EMC•Technical expertise of MS Exchange 2010 and newer•Significant technical understanding of the following technologies: MS Exchange, MS DPM, SQL server, Citrix, VoIP, Virtualization, Document Management, firewalls, routers, switches, printers, backup and antivirus solutions.•Requires after-hours, weekends and on-call work as needed. Will require after-hours and occasional weekend work to implement patches and/or perform system maintenance.
Katten Muchin Rosenman LLC - Main Office
300 Attorneys; 300 Staff
Reports to: Senior IT Infrastructure Manager
LOCATION: 525 West Monroe Street, Chicago, IL 60601
EDUCATION: Bachelor’s degree in Computer Science, Information Technology, or related specialty and four or more years of equivalent technical/professional experience related to the design, installation and maintenance of server, storage, and networking platforms, preferably in a large legal or professional services firm or equivalent combination of education and experience. Certifications for VCP, MCP, MCITP, CCA, CCNA or high level are a plus.
EXPERIENCE: Advance knowledge and experience with Microsoft operating systems, Active Directory domains, directory services. Proven ability to design and implement virtual environments leveraging VMware vSphere, Dell PowerEdge Servers, Dell M1000e Blade Chassis and modules, EMC Unity and VNX arrays, Pure Flash storage, EMC Celerra, EMC Data Domain appliances as well as a solid understanding of underlying network, server and back office technologies. •Must possess a solid understanding of client virtualization technologies such as VMware Horizon, and XenDesktop/XenApp including remote access gateway technologies for these platforms such as VMware UAG (Unified Access Gateway) and Citrix NetScaler. •Superior analytical and technical skills with an aptitude for detail, precision, and logic with comprehensive knowledge of software engineering in order to conduct detailed analyses of complex systems software and perform essential duties fundamental to the position. •Ability to interpret an extensive variety of technical instructions in mathematical or diagram form and deal with several abstract and concrete variables. •Ability to perform detailed mathematical calculations and apply complex mathematical concepts when computing, applying, and configuring probability and statistical inferences.
•Exhibit high degree of initiative in exercising independent judgment with demonstrated troubleshooting, follow-through, and critical-thinking skills in order to manage multiple projects simultaneously in a fast-paced, detail-oriented, and consistently changing work environment with the ability to make decisions based upon results of research. •Excellent interpersonal, verbal, and written communication skills with the ability to communicate with courtesy and diplomacy and efficiently follow written and verbal instructions.
•Ability to provide technical support and training to a diverse group of users having different levels of computer expertise including attorneys, support staff, and clients. •Maintain effective relationships with vendors and consultants. •Excellent organizational skills including record keeping, data collection, and system information. •Ability to compile and analyze data and furnish information in report format, written correspondence, e-mail, or verbally. •Ability to occasionally retrieve and distribute technology-related items, written documentation, or office supplies weighing up to 20 pounds. •Work occasionally requires more than 37.5 hours per week to perform the essential duties of the position. •Occasional travel to other Firm locations may be required.
DESCRIPTION: The Infrastructure/Virtualization Engineer is responsible for the analysis, design, architecture and implementation of a variety of IT infrastructure initiatives with a focus on virtualization technologies. Maintains professionalism and strict confidentiality in all client and Firm matters. The job duties and responsibilities for this position include: •Typical responsibilities for this position include support of the following infrastructure platforms; Dell server platforms, APC infrastructure, server virtualization platforms e.g. VMware vSphere, Microsoft Hyper-V, EUC (end user compute) virtualization platforms e.g. VMWare Horizon, Citrix XenDesktop, Citrix XenApp, Liquidware Profile Unity, Microsoft server OS platforms and associated monitoring platforms e.g. Microsoft System Center, VMware vROPS, Liquidware Stratusphere and other related solutions. •Partner with other engineers responsible for other infrastructure areas such as security, networking, storage and backup and recovery to architect solutions tailored to specific business requirements.
•Configuration, operation and administration of any server hardware, operating system and any monitoring or management as they relate to any of the physical or virtual infrastructure in any of the firm’s data center installations.
Nyhan Bambrick Kinzie & Lowry - Sole Office
50 Attorneys; 35 Staff
Reports to: Director of Administration
LOCATION: 20 N. Clark St. Suite 1000 Chicago, IL60602
EDUCATION: BA in IT or Business Administrative, or combination of education and relevant experience
EXPERIENCE: 1-3 years help desk or law firm experience..
DESCRIPTION: Support firm users by assisting with simple IT issues such as printer or desktop support or training • Work with managed care providers (IT, Printer or VoIP) and track tickets to completion• Oversee hardware and software training for new and current attorneys/staff to ensure efficiencies throughout firm• Maintain department knowledge base and best practices• Develop/maintain vendor relationships• Update and maintain firm website (Wordpress)• Update and maintain non-profit website (Joomia)
• Maintain websites including preparation of regular updates, maintain accurate attorney biographical information, and coordination of website contributions including blog postings• Develop and maintain firm mailing lists• Maintain marketing collateral including coordination of new materials and assist with preparation of firm presentation materials including PowerPoints