Service Desk Technician

About the Role:

We are seeking an experienced Service Desk Technician to join a premier international law firm in Chicago, IL. In this phone-based First-Line IT Support role, you will be responsible for managing incoming service requests, resolving technical incidents, and escalating complex issues in accordance with global service standards. You will also play a key role in supporting IT deployments, upgrades, and overall infrastructure strategy.

Key Responsibilities:

• Manage incoming IT incidents and service requests, ensuring service level agreements (SLAs) and client expectations are consistently met or exceeded.
• Provide proactive incident management and support across regional and global ticketing queues.
• Identify problem trends, escalate issues to the Problem Management team, and serve as a technical resource for resolved tickets.
• Collaborate with external vendors to resolve complex technical issues within the service desk environment.
• Deliver advanced remote access support and assistance for standard and non-standard mobile and remote devices.
• Maintain accurately documented processes, knowledge base articles, and application support resources.
• Execute routine IT service activities, including user onboarding/offboarding, access audits, and system maintenance.
• Participate in an on-call rotation and assist other IT functional teams as needed.

Qualifications & Experience:

• 3+ years of Service Desk / IT Support experience, ideally within a law firm or professional services environment.
• Bachelor’s degree in IT, Computer Science, or a related field preferred
• Strong working knowledge of Active Directory and Microsoft Exchange.
• Advanced proficiency supporting Microsoft 365 applications (Word, Outlook, Excel, PowerPoint) and Microsoft Copilot.
• Hands-on experience with Document Management Systems (DMS), legal tech tools, and e-filing processes.
• Solid grasp of remote access technologies, video conferencing solutions, and mobile OS (iOS/Android).
• Familiarity with ITIL frameworks (Incident Management, Workflow) preferred.
• Microsoft certifications (e.g., Microsoft Office Specialist) are a plus.