142 Technical Support jobs in Odenton

A Few Words About Us Integrated Resources, Inc is a premier staffing firm recognized as one of the tri-states most well-respected professional specialty firms. IRI has built its reputation on excellent service and integrity since its inception in 1996. Our mission centers on delivering only the best quality talent, the first time and every time. We provide quality resources in four specialty areas: Information Technology (IT), Clinical Research, Rehabilitation Therapy and Nursing. Job Description Responsibilities: • Provides basic troubleshooting assistance and ticket resolution for personal computer users. • Supports computer users with installation of basic hardware/software and networking components to meet personal computer needs. • Diagnoses and troubleshoots basic problems with individual or multiple computer systems in order to maintain proper functioning; • resolves issues including contacting and assisting vendors. • Recommends hardware solutions regarding personal computers in assigned areas. • Assists with computer studies, projects, and implementation of policies throughout area of assignment. • Conducts diagnostic reviews and produces error reports as requested by customers in order to identify and correct any problems. • Experience working with personal computer hardware, software, systems, local area networks and terminology. Good organizational and problem solving skills. • Ability to operate computer peripherals including monitors, printers and scanners Additional Information VAIBHAV SINGH Technical Recruiter Integrated Resources, Inc. (Direct) (Tel) Ext. 225 (F) vaibhav(at)irionline.com | Gold Seal JCAHO Certified for Health Care Staffing “INC 5000’s FASTEST GROWING, PRIVATELY HELD COMPANIES” (8th Year #J-18808-Ljbffr

**Job Overview** The SVP of Customer Support will lead our global Technical Support, Customer Training, and Community teams with a mandate to deliver an experience that is responsive, predictive, AI-enabled, and deeply tied to customer outcomes. Reporting to the Chief Customer Officer, this executive will define and operationalize a support strategy that reduces friction, improves resolution time, and strengthens long-term customer relationships. You'll oversee a globally distributed organization, own P&L accountability, and collaborate cross-functionally to make support a competitive differentiator. **About Us** When you join iCIMS, you join the team helping global companies transform business and the world through the power of talent. Our customers do amazing things: design rocket ships, create vaccines, deliver consumer goods globally, overnight, with a smile. As the Talent Cloud company, we empower these organizations to attract, engage, hire, and advance the right talent. We're passionate about helping companies build a diverse, winning workforce and about building our home team. We're dedicated to fostering an inclusive, purpose-driven, and innovative work environment where everyone belongs. **Responsibilities** **Customer Strategy & Experience** + Define and drive a modern, scalable global support strategy that proactively addresses customer needs and delivers measurable outcomes. + Build a culture of service excellence grounded in proactive outreach, personalized engagement, and deep customer advocacy. + Lead executive-level escalations with speed and ownership; ensure systemic issues are resolved and learnings are shared across teams. + Develop and oversee strategies to identify and stabilize at-risk clients, with clear action plans, accountability, and follow-through. + Use customer sentiment, support analytics, and feedback loops to shape the future of the customer journey, including product insights and roadmap influence. **Operational Excellence & Innovation** + Architect and scale a support model that balances people, process, and AI leveraging automation, deflection, and intelligent triage to improve resolution and efficiency. + Implement and continuously improve operational frameworks, processes, and tools to support 24/7 coverage, global consistency, and productivity at scale. + Maintain deep understanding of iCIMS products, use cases, and integrations to ensure readiness, issue prevention, and high-quality resolution. + Partner closely with Product, Engineering, and Enablement to evolve our support stack and digital experiences. + Monitor and optimize key metrics including customer effort, resolution time, self-service adoption, case deflection, and cost to serve. **Team Leadership & Culture** + Lead a global organization across and foster a high-performing, inclusive, and growth-minded culture. + Hold leaders accountable to both performance and engagement metrics; ensure team members are equipped to deliver value in every customer interaction. + Partner with HR and Talent to scale hiring, onboarding, and learning programs that align with business needs and customer expectations. **Financial & Cross-Functional Leadership** + Own and manage the Customer Support P&L, aligning budgets, forecasts, and workforce planning with company goals. + Partner with Sales, Customer Success, Relationship Management, and Finance to ensure seamless coverage models, aligned messaging, and strong retention results. + Translate strategic goals into operational execution plans with clear milestones, accountability, and metrics that roll up to business outcomes. + Apply market and industry best practices to ensure iCIMS remains competitive in our customer engagement and support model. **Qualifications** + 15+ years of progressive leadership experience in global customer support or technical services roles. + Proven track record leading and scaling global enterprise SaaS support operations, with full P&L accountability + Deep expertise in AI-enabled support, automation, and digital transformation across the customer lifecycle + Strong analytical and strategic skills; adept at translating data into actionable customer and business outcomes + Demonstrated success building high-performing, inclusive teams and leading through organizational change + Experienced cross-functional collaborator with Product, Engineering, Sales, and Finance to drive aligned, customer-centric strategies + Exceptional communication and executive presence, with the ability to influence stakeholders at all levels + Passion for customer advocacy and ongoing service innovation **EEO Statement** iCIMS is a place where everyone belongs. We celebrate diversity and are committed to creating an inclusive environment for all employees. Our approach helps us to build a winning team that represents a variety of backgrounds, perspectives, and abilities. So, regardless of how your diversity expresses itself, you can find a home here at iCIMS. We are proud to be an equal opportunity and affirmative action employer. We prohibit discrimination and harassment of any kind based on race, color, religion, national origin, sex (including pregnancy), sexual orientation, gender identity, gender expression, age, veteran status, genetic information, disability, or other applicable legally protected characteristics. If you'd like to view a copy of the company's affirmative action plan or policy statement and/or if you would like to request an accommodation due to a disability, please contact us at careers@ . **Compensation and Benefits** We accept applications for this position on an ongoing basis until the position is filled. Applications will be reviewed as they are received, and qualified candidates may be contacted throughout the posting period. The anticipated pay range for this position is $200,000-$270,000 annually. Final compensation will be based on factors such as relevant experience, skills, education, internal equity, and market data. This range aligns with our commitment to equitable and transparent compensation practices, as required by applicable law. Additional compensation may include bonuses or other benefits, as applicable. Competitive health and wellness benefits include medical, dental, vision, 401(k), dependent care, short term and long-term disability, life and AD&D insurance, bonding and parental leave, mindfulness resources, an open vacation policy, sick days, paid holidays, quiet hours each workday, and tuition reimbursement. Benefits and eligibility may vary by location, role, and tenure. Learn more here:

Description

As a member of the Information Services Department, the Technical Support Analyst is responsible for providing outstanding phone and e-mail support as a first point of contact for users calling about computer questions, issues, and requests. This individual communicates courteously and effectively to all attorneys and staff to ensure high-level customer service standards are met. Please note that the required work schedule for this position is 11:00 am-8:00 pm Eastern Time (8:00 am-5:00 pm Pacific Time).

ESSENTIAL FUNCTIONS:

• Provides outstanding phone and e-mail support as a first point of contact with the IS HelpDesk for all Fox Rothschild computer users.

• Documents all pertinent end-user identification information and nature of problem or issues in Service Now system.

• Access knowledge bases and resources on the Internet to aid in problem resolution.

• Assists as a member of the team for the development and maintenance of the service desk application (Service Now), with team members to keep up to date with knowledge about the use of defined tools, templates and standards.

• Develops help sheets and frequently asked questions lists for Solutions knowledge base.

ADDITIONAL FUNCTIONS:

• Perform other duties, as assigned.

QUALIFICATIONS (EXPERIENCE, KNOWLEDGE, SKILLS AND ABILITIES):

Education:

• Associate's degree in related field or an equivalent combination of experience and education is required.

Experience:

• Minimum of two years of related experience in a technical phone support center/helpdesk environment; law firm experience preferred.

• Application support experience with Office 365 products with an emphasis on Word and Excel.

• Experience with DMS/FileSite a plus.

Knowledge, Skills, & Abilities:

• Working knowledge of network and local PC diagnostic utility tools.

• Exceptional written and oral communication skills.

• Ability to work in a fast-paced team environment.

• Exceptional customer service orientation.

• Flexibility of schedule, may need to cover other shifts, or occasional off-hour availability is required.

• Ability to absorb and retain information quickly.

• Ability to effectively prioritize and execute tasks in a high-pressure work environment.

WORK ENVIRONMENT & PHYSICAL DEMANDS:

This job operates in a clerical, office setting. This role routinely uses standard office equipment such as computers, phones, photocopiers, filing cabinets and fax machines.

PHYSICAL REQUIREMENTS

Medium Work: Exertion of physical strength to lift, carry, push, pull, or otherwise move objects 20 to 50 pounds frequently, and/or greater than negligible up to 10 pounds.

VISUAL ACUITY

Worker is required to have close visual acuity to perform an activity such as: preparing and analyzing data and figures; transcribing; viewing a computer terminal; extensive reading.

COMPENSATION & BENEFITS

The salary ranges for this position apply to the respective listed locations. The salary range reflects a variety of factors that are considered in making compensation decisions, including but not limited to experience, education, licensure and/or certifications, geographic location, market demands and other business and organizational needs. It is not typical for an individual to be hired at or near the top of the range for a position. Reasonable estimates of the current ranges for this position are:

• Las Vegas: $60,000 to $5,000

• Atlantic City, Chicago, Denver, Minneapolis, Morristown, Princeton, Washington, D.C.: 68,900 to 75,000

• Los Angeles, New York, San Francisco, Seattle: 70,000 to 85,000

For information on Fox Rothschild's compensation and benefits visit: Compensation & Benefits (foxrothschild.com) (

DISCLAIMER

Fox Rothschild LLP is under no obligation to provide sponsorship for this position. Applicants must be currently authorized to work in the United States on a full-time basis now and in the future.

The above is intended to describe the general content of and requirements for the performance of this job. It is not a contract or employment agreement and is not to be construed as an exhaustive statement of all functions, responsibilities, or requirements the employee may be required to perform, and the employee may be required to perform additional duties. Additionally, management reserves the right to review and revise the job description at any time. Employment with the firm is at-will. Employees must be able to satisfactorily perform all of the essential functions of the position with or without a reasonable accommodation. If an accommodation request would cause an undue hardship or a safety concern, the individual may not be eligible for the position.

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities

This employer is required to notify all applicants of their rights pursuant to federal employment laws.

For further information, please review the Know Your Rights ( notice from the Department of Labor.

Job Overview

The SVP of Customer Support will lead our global Technical Support, Customer Training, and Community teams with a mandate to deliver an experience that is responsive, predictive, AI-enabled, and deeply tied to customer outcomes. Reporting to the Chief Customer Officer, this executive will define and operationalize a support strategy that reduces friction, improves resolution time, and strengthens long-term customer relationships.

You'll oversee a globally distributed organization, own P&L accountability, and collaborate cross-functionally to make support a competitive differentiator.

About Us

When you join iCIMS, you join the team helping global companies transform business and the world through the power of talent. Our customers do amazing things: design rocket ships, create vaccines, deliver consumer goods globally, overnight, with a smile. As the Talent Cloud company, we empower these organizations to attract, engage, hire, and advance the right talent. We're passionate about helping companies build a diverse, winning workforce and about building our home team. We're dedicated to fostering an inclusive, purpose-driven, and innovative work environment where everyone belongs.

Responsibilities

Customer Strategy & Experience

• Define and drive a modern, scalable global support strategy that proactively addresses customer needs and delivers measurable outcomes.

• Build a culture of service excellence grounded in proactive outreach, personalized engagement, and deep customer advocacy.

• Lead executive-level escalations with speed and ownership; ensure systemic issues are resolved and learnings are shared across teams.

• Develop and oversee strategies to identify and stabilize at-risk clients, with clear action plans, accountability, and follow-through.

• Use customer sentiment, support analytics, and feedback loops to shape the future of the customer journey, including product insights and roadmap influence.

Operational Excellence & Innovation

• Architect and scale a support model that balances people, process, and AI leveraging automation, deflection, and intelligent triage to improve resolution and efficiency.

• Implement and continuously improve operational frameworks, processes, and tools to support 24/7 coverage, global consistency, and productivity at scale.

• Maintain deep understanding of iCIMS products, use cases, and integrations to ensure readiness, issue prevention, and high-quality resolution.

• Partner closely with Product, Engineering, and Enablement to evolve our support stack and digital experiences.

• Monitor and optimize key metrics including customer effort, resolution time, self-service adoption, case deflection, and cost to serve.

Team Leadership & Culture

• Lead a global organization across and foster a high-performing, inclusive, and growth-minded culture.

• Hold leaders accountable to both performance and engagement metrics; ensure team members are equipped to deliver value in every customer interaction.

• Partner with HR and Talent to scale hiring, onboarding, and learning programs that align with business needs and customer expectations.

Financial & Cross-Functional Leadership

• Own and manage the Customer Support P&L, aligning budgets, forecasts, and workforce planning with company goals.

• Partner with Sales, Customer Success, Relationship Management, and Finance to ensure seamless coverage models, aligned messaging, and strong retention results.

• Translate strategic goals into operational execution plans with clear milestones, accountability, and metrics that roll up to business outcomes.

• Apply market and industry best practices to ensure iCIMS remains competitive in our customer engagement and support model.

Qualifications

• 15+ years of progressive leadership experience in global customer support or technical services roles.

• Proven track record leading and scaling global enterprise SaaS support operations, with full P&L accountability

• Deep expertise in AI-enabled support, automation, and digital transformation across the customer lifecycle

• Strong analytical and strategic skills; adept at translating data into actionable customer and business outcomes

• Demonstrated success building high-performing, inclusive teams and leading through organizational change

• Experienced cross-functional collaborator with Product, Engineering, Sales, and Finance to drive aligned, customer-centric strategies

• Exceptional communication and executive presence, with the ability to influence stakeholders at all levels

• Passion for customer advocacy and ongoing service innovation

EEO Statement

iCIMS is a place where everyone belongs. We celebrate diversity and are committed to creating an inclusive environment for all employees. Our approach helps us to build a winning team that represents a variety of backgrounds, perspectives, and abilities. So, regardless of how your diversity expresses itself, you can find a home here at iCIMS. We are proud to be an equal opportunity and affirmative action employer. We prohibit discrimination and harassment of any kind based on race, color, religion, national origin, sex (including pregnancy), sexual orientation, gender identity, gender expression, age, veteran status, genetic information, disability, or other applicable legally protected characteristics. If you'd like to view a copy of the company's affirmative action plan or policy statement and/or if you would like to request an accommodation due to a disability, please contact us at .

Compensation and Benefits

We accept applications for this position on an ongoing basis until the position is filled. Applications will be reviewed as they are received, and qualified candidates may be contacted throughout the posting period.

The anticipated pay range for this position is $200,000-$270,000 annually. Final compensation will be based on factors such as relevant experience, skills, education, internal equity, and market data. This range aligns with our commitment to equitable and transparent compensation practices, as required by applicable law. Additional compensation may include bonuses or other benefits, as applicable.

Competitive health and wellness benefits include medical, dental, vision, 401(k), dependent care, short term and long-term disability, life and AD&D insurance, bonding and parental leave, mindfulness resources, an open vacation policy, sick days, paid holidays, quiet hours each workday, and tuition reimbursement. Benefits and eligibility may vary by location, role, and tenure. Learn more here:

SASMO Technical Support

Position Summary

DarkStar Intelligence is seeking a SASMO Technical Support Specialist to join our team and provide exceptional support for mission-critical operations. 

Location: Fort Meade, MD

Schedule (FT/PT): Full-Time

Travel Required: 20%

Shift: Day

Remote Type: No Remote

Security Clearance: Current TS/SCI

Polygraph: Full Scope Poly (CI/CCA accepted)

Primary Duties & Responsibilities

• Serve as the steward for all items located on the SASMO Confluence page, ensuring proper creation, maintenance, and updates of E-Campus tests and student evaluations.

• Develop and maintain lesson classifications and descriptions, and conduct thorough assessments of curriculum gaps by comparing FVEY courseware with NOFORN courseware.

• Create and implement student evaluation metrics using analysis tools to provide comprehensive feedback on course curriculum and identify potential issues. Present findings and recommendations to leadership through detailed briefs.

• Collaborate with course Non-Commissioned Officers in Charge (NCOICs) to ensure all updates are properly processed and reviewed through evaluation channels before implementation.

• Assist the Special Training Element (STE) with Mobile Training Team (MTT) scheduling and ensure all updates are uploaded to the Confluence page.

• Manage JIRA tickets and represent MTT offerings effectively in coordination with STE.

• Maintain proficiency in the use of JIRA and Confluence to streamline processes and ensure accuracy.

Minimum Qualifications

• Current TS/SCI.

• Full Scope Poly (Counterintelligence (CI) or CCA Polygraphs are acceptable).

• A minimum of three (3) years of experience in database management.

Desired (but not required): Experience as an instructor in the relevant technical skill area.

Salary Range

Contact   for information regarding the salary range for this proposal effort.

About DarkStar Intelligence

DarkStar Intelligence is a Service-Disabled Veteran-Owned Small Business (SDVOSB) committed to advancing national security through mission support and tradecraft development. We prioritize both client satisfaction and employee retention, delivering high-quality, intelligence-based solutions grounded in our “Core Four” values:

• Humility: We place mission success above personal recognition.

• Passion: We bring enthusiasm and dedication to every challenge.

• Agility: We adapt quickly to evolving operational needs.

• Ownership: We hold ourselves accountable for results and uphold the highest standards of excellence.

We are mission-driven and results-oriented, striving to make our country safer through every task we undertake.

Equal Employment Opportunity (EEO) Commitment

At DarkStar Intelligence LLC, we are committed to maintaining a professional and legally compliant work environment where individuals are treated with respect and fairness. We adhere strictly to all applicable Equal Employment Opportunity (EEO) laws and regulations.

Employment decisions at DarkStar are made solely on the basis of individual qualifications, performance, and business needs. We prohibit discrimination in all aspects of employment—including hiring, compensation, promotion, training, discipline, and termination—on the basis of: Race or color, Religion, Sex (including pregnancy, sexual orientation, and gender identity), National origin, Age, Disability, Genetic information, Veteran status. Or any other status protected by applicable federal, state, or local law

Our EEO standards are embedded in all employment practices to ensure compliance, fairness, and accountability. We enforce a zero-tolerance policy for unlawful discrimination or harassment and encourage employees to report concerns without fear of retaliation.

EEO Flyer: shorturl.at/abpNX

Employee Benefits

DarkStar Intelligence provides a competitive and comprehensive benefits package to support the health, financial stability, and personal well-being of our team members.

Core Benefits for employees:

• Health Coverage: Medical, dental, and vision plans

• Income Protection: Life insurance, short-term disability, and long-term disability

• Retirement Planning: 401(k) plan with employer contributions

• Work-Life Support: Employee Assistance Program (EAP) and legal services

• Paid Leave: Generous PTO, 11 paid federal holidays, and one floating holiday

Voluntary Benefits:

• Legal & Identity Protection: LegalShield and IDShield

• Additional Insurance: Whole life, accident, and critical care coverage

We believe in recognizing and supporting the professionals who make our mission possible. Your well-being is an investment in our collective success.

Powered by JazzHR

Position Overview

XLA is seeking a highly organized and self-motivated Technical Support Specialist to support the DEA's Finance Division software engineering team. This role will drive software development initiatives, and ensure seamless delivery of services. The ideal candidate will have a strong background in software requirement, testing, issue tracking, release management, and documentation.

Key Responsibilities

Issue & Request Tracking and Resolution

• Facilitate the assignment, resolution, and communication of support tickets for the Finance Software Development (FNE) team using JIRA.
• Facilitate the process for tracking incoming enhancement request and help manage the pipeline of new work.
• Act as a liaison between stakeholders and the development team to ensure timely issue resolution.

Release Management

• Coordinate application releases with the Finance Systems Section (FNS) and other stakeholders.
• Ensure compliance with internal policies, effective communication, and DevOps best practices throughout the release process.

Core Documentation

• Maintain, review, and update core FNE product documentation using Confluence.
• Ensure documentation is accurate and up to date.

Status Reporting

• Track ongoing initiatives and provide standardized status reports and metrics.
• Deliver detailed monthly reports to DEA section chief, highlighting progress and showcasing key performance indicators.

Qualifications

Education: Bachelor's degree in Computer Science, Information Technology, Business Administration, or a related field.

Experience:

• Proven experience supporting web application development projects, preferably in a government or contracting environment.
• Hands-on experience with issue/requirement tracking using tools like JIRA, Github, or AzureDevOps.
• Hands-on experience with knowledge management system like Confluence.
• Familiarity with software release management processes and coordination.

Skills:

• Exceptional organizational and time-management skills.
• Self-motivated with the ability to work independently and manage multiple priorities.
• Strong communication skills to liaise with technical teams, stakeholders, and leadership.
• Proficiency in status reporting and delivering detailed metrics-driven reports.
• Experience working with federal agencies, particularly in finance or IT support contracts.

Additional Requirements

• Ability to work onsite at the DEA facility.

Must pass background checks and security clearance requirements as mandated by the DEA contract.

EEO Statement

XLA is committed to the full inclusion of all qualified individuals and is an equal opportunity employer committed to supporting equality and integrity in the workplace, professional development and education, and an entrepreneurial atmosphere.

We encourage qualified individuals with disabilities to apply. If a reasonable accommodation is needed to participate in the job application or interview process or to perform essential job functions, please contact our HR team by phone at or via email at For persons who are deaf, hard of hearing, deafblind, or deaf-disabled, XLA will provide an American Sign Language (ASL) interpreter where needed as a reasonable accommodation for the hiring processes.

We are proud to be an EEO/VETERAN EMPLOYER.

All qualified applicants will receive consideration for employment without regard to their protected veteran or disabled status and will not be discriminated against for self-identifying with either category

The Deskside Technical Support Specialist is responsible for providing desktop and mobile hardware and software support to high-profile end-users. The role involves resolving a wide variety of requests, inquiries, and complaints using extensive technical knowledge of hardware and software.

This individual will serve as the primary IT point of contact, supporting high-touch, high-profile customers, liaising with stakeholders, and driving service excellence through day-to-day actions.

Strong customer service skills, including empathy, clear communication, and prompt issue resolution, are essential, as they directly impact the user experience by fostering trust, reducing downtime, and ensuring that high-profile clients feel supported and valued at every interaction.

The successful candidate will have a strong knowledge of the end-user computing ecosystem and an ability to quickly learn applications and services. A high level of emotional intelligence (EQ) is necessary to succeed in this role, as it enables the specialist to navigate high-pressure situations, respond with empathy, and build strong relationships with high-profile users.

• Assist users in resolving computer-related issues such as inoperative hardware or software, including network connections. Resolve customer inquiries efficiently and effectively through active listening and personalized techniques with a consistent focus on service excellence.
• Hardware support functions include, but are not limited to, end-user support, desktop support, laptop support, office setups, and mobile device support. Perform computer imaging and post-image configurations, preventative maintenance, and basic printer troubleshooting while coordinating with vendors for repairs.
• Software support functions include, but are not limited to, troubleshooting applications standard within Sidley’s environment, installation and configuration of software, updates and preventative maintenance, and support of third-party applications in coordination with vendors.
• Identify inefficient IT processes, recommend improvements, and implement solutions using Microsoft tools such as PowerAutomate, PowerShell, and PowerApps to enhance support efficiency and internal IT collaboration.
• Manage deployed and inventory assets, maintaining accurate asset records for each user and each piece of equipment. Coordinate and perform hardware moves, changes, and exchanges.
• Provide break/fix support for telephony equipment, including handsets, telephone cords, and telephone base units.
• Assist with projects such as hardware or software upgrades, office moves, and special events.
• Manage and process hardware warranty claims and issues, and 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.

Salaries vary by location and are based on numerous factors, including, but not limited to, the relevant market, skills, experience, and education of the selected candidate. If an estimated salary range for this role is available, it will be provided in our Target Salary Range section. Our compensation package also includes bonus eligibility and a comprehensive benefits program. Benefits information can be found at Sidley.com/Benefits

To perform this job successfully, an individual must be able to perform the Duties and Responsibilities (Duties) above satisfactorily and meet the requirements below. The requirements listed below are representative of the minimum knowledge, skill, and/or ability required. Reasonable accommodations will be made to enable individuals with disabilities to perform the essential functions of the job. If you need such an accommodation, please email (current employees should contact Human Resources).  

Education and/or Experience:

Required:

• Bachelor’s degree or equivalent work experience
• A minimum of 4 years of experience providing direct and exceptional user support in a high performance culture, including:
  • Practical, working knowledge of how to support and troubleshoot Zoom, Intune, Okta, ProofPoint, O365 Applications (Outlook, Word, PowerPoint, SharePoint, Teams), NetDocs, Citrix, ServiceNow
  • Experience supporting Windows-based computers, including Microsoft Windows 10/11
  • Experience supporting iOS, Android and MDM solutions
  • Experience working with vendors on support cases

Preferred:

• Law Firm or Professional Services experience
• A+, ITIL and Microsoft Office Application certifications
• PowerAutomate/PowerShell/Python scripting
• Experience with RPA tools, Microsoft Graph and Microsoft PowerApps
• Knowledge of AI Prompt Engineering, with an understanding of how to craft effective prompts to optimize interactions with AI tools

Other Skills and Abilities:

The following will also be required of the successful candidate:

• 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-Hybrid

#LI-EC1

• Foster and exemplify customer-first service.
• Assist with all technical support activities for the DC Office. May be asked to assist with technical support for other regional offices as needed.
• Monitor e-mail and skype for un-ticketed user requests and incidents that were not sent via the Service Desk and ticket as appropriate.
• Work closely with other firmwide IT techs as necessary to assist them with local technical issues and take proper steps to escalate to Regional Manager or Service Desk.
• Attend bi-monthly Technical Analyst meetings and provide feedback regarding best practices, lessons learned, new troubleshooting findings or methods.
• Support off-hours needs related to moves, computer room upgrades, scheduled maintenance outages, projects and urgent user support matters.
• Assist with occasional one-on-one user training.
• Initiate, complete, and follow-through with all assigned and self-generated tickets.
• Maintain IT Asset Management database to ensure it is kept current and accurate.
• Build firm standard PCs and laptops per firm guidelines.
• Organize, build, and maintain proper loaner and hot-swap equipment and deliver to users on time per firm guidelines.
• Assist with maintaining printer maintenance records and inventory, and, swap printers as equipment reaches end of life and new equipment is received.
• Serve as a vendor contact for all printer problems.
• Provide mobile device support for iPhones, Androids, and iPads in accordance with the firm's AirWatch program.
• Provide setup and support of remote access and two-factor authentication software (MFA).
• Advise DC-IT Manager regarding any requests or incidents that should be immediately reported to his/her attention.
• Provide proper follow-up, updates, and project status to the manager. Ensure proper follow-up is provided to all end users who may have reported a problem or requested technical assistance from the DC Technical Support group.
• Provide assistance with audio visual/teleconferencing setups, including:
• Laptop/projector connections.
• TVs including Plasma, LCD, or LED
• Support and maintain over 20 conference rooms including a conference center with 100 plus capacity.
• Support and setup our internal videoconference solution as well as external videoconferencing solutions such as WebEx, Skype and Zoom.
• Install and beta test new technology, and, assist with telecom-related issues as necessary.
• Support Wi-Fi, cellular data, laptop cards and Mi-Fi devices.
• Install and test new hardware and software technology.
• Assist with LAN cabling patching and troubleshooting; and act as remote hands for network engineers.
• Complete workstation set-ups for new arrivals, visitors, etc. and complete equipment moves per schedule and at times not scheduled.
• Perform approved software installations and other tasks as requested by the Regional IT Manager or as required by customers.
• In rotation with other local IT staff, serve as 24/7 on-call emergency technician.
• Closely monitor the ChangeGear service management system to ensure assigned tickets are updated in a timely manner. Use the best business protocol for follow up communication with an end user.
• Conduct routine inspections of various IT spaces, e.g., conference rooms, visitor offices, MDF, IDF rooms.
• Quickly assess and escalate hardware and/or network problems to third level IT support groups for assistance. Proactively review current infrastructure and assert good judgment to know when to coordinate equipment replacement during repair period.
• Participate in major IT projects and rollouts, assuming a key role as directed by the Regional Manager or Director.

• Customer service is paramount in this role.
• The candidate should have a desire to provide excellent customer service.
• Several years of law office support experience is desired.
• Experience should be specific to providing technical support to the firm's users.
• A working knowledge of legal applications including document management systems is also highly desired.
• Comprehensive knowledge of Active Directory, Microsoft Office Suites 2010 and above is required.
• Possessing an A+ or a similar computer certificate or degree in computer sciences is a plus.
• Additional understanding of printers, remote access tools and mobile devices are required.
• A basic understanding of network engineering and IP-based telecommunications is required.
• This position involves overtime and/or shifts on weekends or corporate holidays when necessary.
• Although an occasional requirement, the successful candidate must be willing and able to travel to and work temporarily in other offices for brief periods of time, both to domestic and/or international offices.
• Excellent organizational skills, customer service, and desk side support skills are required.
• The successful candidate must be self-motivated and possess a high attention to detail.
• Must also possess excellent interpersonal, critical thinking and time management skills, as well as excellent oral and written communication skills.
• This position requires ability to lift up to 50 pounds unassisted and seek assistance with lifting heavier or large/bulky parcels.
• Walking and standing for up to 4 hours at a time in an 7.50 hour shift is required. Must not possess any condition that would inhibit the ability to stoop, squat, or crawl under desks in order to service computers.
• This position description in no way states or implies that the responsibilities and tasks are the only responsibilities and tasks to be performed by the employee occupying this position. S/he will be required to follow any other instructions and to perform any other job-related duties as required by his/her manager.

• Troubleshoot both Alertus hardware and software solutions with the customer to resolve technical roadblocks
• Provide exceptional customer service via phone, email, and screen share tools
• Collaborate with Technical Support Leadership team to identify, diagnose, and resolve any software or hardware faults, escalating to Product Development when needed
• Prioritize support requests in our Salesforce ticketing system based on set levels of immediacy
• Provide guidance to customers on installing Alertus solutions
• Collect and analyze detailed information to categorize and document requests
• Proactively analyze recurring issues and create innovative solutions
• Create Knowledge Base articles based on case information to provide ours customer and internal staff with recommended steps to decrease the time to resolution
• Research open issues thoroughly and quickly address those issues toward an accurate resolution

• Strong problem-solving and analytical skills
• Excellent communication & interpersonal skills
• Familiarity with hardware, software, & network technologies
• Ability to work independently & as part of a team
• Ability to communicate technical topics to both technical & non-technical audiences via phone, email, etc.
• Strong customer service mindset
• Basic understanding of core networking concepts such as DNS, DHCP, HTTP(S), and TLS
• Ability to multitask & prioritize workload in a fast-paced, ever changing environment
• Basic knowledge of IT security principles and policies that impact network environments
• Experience in troubleshooting Windows systems

• Understanding of Windows, Linux and MacOS Administration
• Ability to develop expertise in application support involving REST and API integrations
• Familiarity with Windows Workstation Deployment and Administration
• Experience with supporting web applications

• Bachelor's Degree in Information Technology, Computer Science, or related field
• 0-2 years experience in a Technical Support positon
• Net+, Security+, or similar certification is a plus

• Paid Time Off
• Paid Holidays
• 401(k) Retirement Plan
• Medical, Dental, and Vision Plans
• Short-term Disability, Accident, Hospital, and Cancer Insurance
• Live Near Your Work Homebuying Incentive Program
• Employee Referral Bonuses
• Flex Scheduling