Technology Support Specialist
Vedder is a law firm with a Chicago office seeking a Technology Support Specialist. This role is responsible for providing comprehensive technical support for software, hardware, and technology platforms, assisting employees through various support channels, and ensuring timely resolution of technical issues.
Responsibilities
- Provide technical support to all Vedder employees and/or clients via phone, email, in person, and deskside assistance
- Deliver hands-on hardware support, including setup, installation, imaging, troubleshooting, and repair of desktops, laptops, printers, docking stations, mobile devices, and other peripherals
- Log all service requests in the ticketing system and maintain total contact ownership for each ticket, following department escalation procedures when necessary
- Prioritize and manage incoming calls, tickets, and workflow to ensure timely resolution of issues
- Diagnose and resolve technical issues related to hardware, software, and telephony systems. Research unresolved problems using available resources and escalate when appropriate
- Serve as Subject Matter Expert (SME) in assigned areas, collaborating with engineers and vendors to resolve complex issues
- Identify and report recurring issues or potential technology trends to management for proactive resolution
- Maintain expert-level knowledge of all applications, systems, and technology platforms used at Vedder Price
- Provide coverage for holiday, evening, and weekend Technology Support Center (TSC) support as needed
- Consistently meet performance expectations with minimal unplanned absence
Skills
- Bachelor's degree in Computer Science, Information Management, or a related field (or equivalent work experience)
- 1–3+ years of IT support experience; deskside and hardware troubleshooting strongly preferred
- Must be able to work Monday through Friday on a hybrid schedule, with a minimum of three days per week in the office
- Ability to work under pressure and meet strict deadlines
- Commitment to maintaining high levels of service and responsiveness
- Proficiency with Windows 11 and Microsoft 365 applications
- Proficiency in mobile operating systems (iOS and Android) and device support
- Familiarity with end-user hardware, imaging tools, troubleshooting methodologies, and network connectivity concepts
- Knowledge of remote support tools and ticketing systems (Service Now)
- Strong ability to troubleshoot and resolve complex technical and hardware issues, including deskside support scenarios
- Excellent interpersonal skills to communicate effectively with Technology team members and end users
- Ability to actively listen, analyze situations, and provide clear solutions
- Positive customer service mindset with the ability to build rapport and maintain professionalism under pressure
- Effective written and verbal communication skills, with the ability to document solutions clearly and concisely
- Strong organizational and time management skills, including the ability to prioritize, multitask, and work independently on multiple issues simultaneously
- Capability to schedule, coordinate, and complete tasks in a results-oriented environment
- Team player with a collaborative approach to problem-solving
- Experience supporting technology in a law firm or professional services environment preferred
Benefits
- Competitive Salary: We offer a competitive base salary commensurate with skills and experience.
- Bonus Program: Discretionary annual bonus program.
- Retirement Planning: Discretionary profit sharing and 401(k) matching to help you plan for your future.
- Health and Wellness: Comprehensive health, dental, and vision plans, along with optional health savings and flexible spending accounts, firm-paid Life and Disability benefits, and wellness programs to support your overall well-being.
- Paid Time Off: Competitive time off package including vacation days, paid holidays, sick time and personal days.
- Professional Development: Opportunities for continuous learning and career growth through firm provided training programs.
- Employee Recognition: Anniversary and Vedder Praise Programs to celebrate your achievements and milestones.
- Work-Life Balance: Hybrid work model and family-friendly policies.
- Additional Perks: Employee discount program, pre-tax commuter benefits, back up child & elder care, Employee Assistance Program (EAP), fitness center discounts and more.
Company Overview