Service Desk Applications Engineer
Sidley Austin LLP - Chicago, IL

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Introduction to Sidley Sidley Austin LLP is one of the worlds largest fullservice law firms practicing in 18 US and international cities and was recently selected as one of the top ten workplaces in Chicagos Top Workplaces a select group of the 100 best places to work in the Chicago area In addition to being a professionally and personally rewarding workplace we offer a competitive salary along with a comprehensive benefits package Our benefits include a generous combined leave program performance and yearend bonuses medical and dental plans 401(k) and retirement plans and a public transportation benefit Please visit httpwwwsidleycomourfirmachievements to review a list of our achievements Summary The Service Desk Applications Engineer is responsible for providing high quality customer service interactions with the Firms enduser population via the telephone walkins and email where appropriate This position will act as a technical escalation point to all levels of Service Desk team members and other End User Support personnel across the Firm around legalspecific systems and Firm standard applications This position will support a wide array of applications including but not limited to RSA IT Security tools remote access applications mobile device management tools Blackberry enterprise services and the Microsoft Office Suite as well as various account creation and administration Essential Duties and Responsibilities Accept and log enduser and Service Desk team members issues in the Service Desk incident tracking system and provide high level resolutions by telephone email or remote tools in accordance with service standards defined by Sidley Closely collaborate with various Level III Engineers and other IT groups to obtain knowledge and system access that allows for the highest level of customer service and quick resolution at the Service Desk level Escalate issues as necessary to Level III Engineers other IT groups vendors or authorized contractors to resolve problems andor execute enduser requests according to published escalation procedures Maintain ownership of enduser issues inquiries and requests through resolution owning the relationship with the customer Install approved applications utilizing Sidley defined standards as well as nonportal businessrelated software Using a variety of means maintain a high level of current awareness of new technologies within Sidley applications as well as various technology trends Responsible for knowledge sharing and mentoring of Service Desk team members Troubleshoot and execute basic and routine systems administration tasks (eg password administration and print queue management) administer various accounts in systems such as RSA Good Mobile Control as defined by Sidley Assist Applications teams with the ongoing maintenance and administration of various legalspecific applications Develop and maintain uptodate and accurate Service Desk documentation and knowledge base articles by collaborating with Level III Engineers and other IT teams Meet team and individual performance standards as defined by the Service Desk Manager After hours support as needed Other duties as reasonably assigned in balance with ongoing call and ticket volumes Qualification Requirements To perform this job successfully an individual must be able to perform each Essential Duty and Responsibility (the Essential Duties) satisfactorily The requirements listed below are representative of the minimum knowledge skill andor ability required Reasonable accommodations may be made to enable individuals with disabilities to perform the Essential Duties Education andor Experience Required BABS degree or equivalent work experience A minimum of 3 years of legal industry experience providing advance support of the following applications Document Management Systems Microsoft Office Suite Workshare DeltaView Metadata Assistant Adobe Acrobat Professional Internet Explorer network resources Windows operating systems web interfaces remote access ie Citrix VPN etc Proven success supporting technology and delivering high quality customer service Proven success building strong relationships with team members and mentoring in support of firm initiatives Strong knowledge of Windows compatible personal computers and Microsoft Windows XPWindows 7 Must be able to multitask and effectively prioritize competing issues and requests Ability to work independently and meet deadlines and work on multiple projects at the same time Preferred Microsoft Office 2007 certifications Windows XP or Windows 7 certifications Other Skills and Abilities In addition to the above the following may also be required of the successful candidate Excellent organizational skills Excellent attention to detail The use of good judgment and good interpersonal communication skills Well developed analytical and problem solving skills Works harmoniously and effectively with others as part of a team A selfstarter who desires to show ownership and commitment to the job Exercises confidentiality and discretion Sidley Austin LLP is an equal opportunity employer To comply with government regulations we must maintain and report statistical analyses of the demographics of our applicants for employment Your completion of a Voluntary Equal Opportunity SelfIdentification Survey gives us data to use to provide these statistical analyses Submission is entirely voluntary confidential and it is not used in the application process To voluntary selfidentify please visit wwwsidleystaffcareerscom to download our Voluntary Equal Opportunity SelfIdentification Survey and submit it at any time in the application process to staffcareerssidleycom Document Management Systems, Microsoft Office Suite, Workshare, DeltaView & Metadata Assistant, Adobe Acrobat Professional, Internet Explorer, network resources, Windows operating systems