This job was posted by https://illinoisjoblink.illinois.gov : For moreinformation, please see:https://illinoisjoblink.illinois.gov/jobs/11604745 The InformationTechnology Department of Arnold & Porter has an opening for anInformation Technology (IT) Analyst in the Chicago office. The ITAnalyst provides quality and consistent front-line, technical end usersupport services in a professional and responsive manner, includingtroubleshooting assistance, problem resolution via telephone, remotedesktop connection, and/or visits to user locations. The IT Analyst musttake ownership and provide timely resolution of all incident tickets andchange orders. This position interacts directly with other IT groups todetermine the proper solution to an issue, sets up for quality assurancetesting of new hardware and software for existing and new users, andperforms other related duties. This position will work 100% onsite inthe physical Chicago office.

　　Responsibilities include but are not limited to:

　　Performing installs, moves, and changes to office layout for PC\'s,software, printers, phones, and network components.

　　Communicating effectively, providing guidance and technical support forworkstations, applications, procedures, and break fix items working withusers, remote team members, and peer groups across the organization tocomplete assigned work.

　　Owning and providing timely resolution of all incident tickets andchange orders.

　　Assisting with equipment installations, hardware racking, cablemanagement, and vendor support/oversight.

　　Interacting directly, when needed, with the network engineers,enterprise application administrators, office support teams, litigationsupport, application developers, information security, applicationsupport and training, and procurement and inventory tracking todetermine the proper remediation for an issue.

　　Setting up and quality assurance testing new hardware and software forexisting and new end-users in the firm.

　　Providing exceptional customer service and support to the firm and thefirms clients.

　　Maintaining an expert knowledge level in the areas:

　　Firm applications; including, but not limited to, electronic messaging,document management, financial systems, human resource systems, andpractice support applications, i.e., Microsoft Office Suite, including,Word, Excel, PowerPoint, and Access.

　　Firms remote access and mobile computing environment, including, but notlimited to, internet access, VPN access, Mobile Device Management,wireless, cable and DSL connectivity, and Citrix.

　　Firms phone, voice conferencing and video conferencing systems.

　　Firm computers; including Windows desktop, laptop and peripheralhardware set-up, configuration, and trouble shooting.

　　Utilizing trouble-shooting skills to resolve issues with software,hardware, printers, network connectivity, remote access, and otherperipherals.

　　Providing desk-side support on escalated issues when unable to remotecontrol into computer.

　　Providing immediate expert-level support for the configuration ofworkstations, laptops, and standard and non-standard softwareapplications used by the firm.

　　Installing and configuring software applications as required. Acting asa liaison with hardware and software manufacturers to resolve issues.

　　Preparing new and replacement PCs and laptops for the end-users.

　　Escalating to and partnering with Network Operations, EnterpriseSystems, and Applications Development staff to resolve network and/orapplication issues.

　　Documenting in detail the resolutions to issues in the Help Deskticketing system.

　　Participating in floor support for major system changes, rollouts of newsoftware, hardware, and system enhancements.

　　Coordinating with other IT teams to research, test, deploy, document,and upgrade new and existing hardware and software.

　　Setting up AV equipment and related AV services as needed in th Chicagooffice.

　　Participating in setting up, testing, and supporting trial sites for thefirm.

　　Supporting, monitoring, implementing, and complying with firm policiesand procedures as pertains to the Information Technology Department.

　　Meeting deadlines for deliverables.

　　Qualifications:

　　Two-year college degree preferred; equivalent experience will beconsidered.

　　Minimum of three years of experience in providing end-user support.

　　Knowledge and experience with law firm specific applications ispreferred. Previous employment in legal information technology ispreferred.

　　Experience in providing workstation support in a Microsoft environmentand implementing, maintaining, and supporting Windows operating systemsand MS Office application suites as well as proficiency in Windowsoperating systems and Microsoft Office Suite and/or related software.

　　Technical experience configuring and supporting workstations, laptops,printers, AV, and related equipment required.

　　Strong project management and problem-solving skills.

　　Must be self-motivated and able to successfully perform tasksindependently with a minimum of supervision.

　　Ability to work effectively with all levels of the firm with tact anddiplomacy.

　　Ability to work with tight deadlines in a fast-paced environment whileexhibiting a strong attention to detail.

　　Ability to solve practical problems and handle a variety of concretevariables in situations where only limited standardization exists.