Service Operations Analyst – Site Lead

Ice MillerIT & Cybersecurity 3-5 Years

Job Description

The Service Operations Analyst - Site Lead will provide exceptional customer service to Ice Miller LLP employees and partners in the resolution of technical problems regarding software, hardware and network usage. This employee accepts responsibility as the key IT resource to manage the technology associated with specific Ice Miller LLP office locations, working independently and with the IT teams based at other sites to manage all facets of the on-site technology and services provided to the firm at that location. They will work closely with end-users by providing problem resolution of their technology-related issues. Additional roles for the Service Operations Analyst-Site Lead:
• Manage and conduct conferencing setups (including, but not limited to video conferencing, webinars/WebEx, and audio conferencing) on-site, at a remote Ice Miller sites, and at an external site or between sites.
• Workstation imaging and asset/inventory management and control
• Hardware support, installation, troubleshooting and repair
• Support, set up, troubleshooting of VPN, Teleworker Devices
• Desk side support and coaching
• Malware Remediation
• Evaluation of network related issues
• Utilization of problem management software tools and reporting
• Identification of potential technical issues or problems
• Support of print operations that are not otherwise outsourced
• Communication throughout the IT team
• Documentation of site technology and support
• IT Project Support (onsite or remote offices)
• Mobile device set up and roll out / Firm mobile services support
• Coordination of efforts across all IT in support of site responsibility
• Maintaining data room, monitoring equipment and environmentals
• Participate in training and meetings as requested

Essential Job Duties:
• Displays top-level customer service, interpersonal skills and professionalism to end-users, clients and peers
• Provide on-site and remote customer support for all software and hardware utilized by the Firm
• Provide ticket and problem analysis and reporting of trends, site needs and requirements
• Provide timely response and assistance to telephone, email, and in-person requests for technical support , including post support follow-up
• Identify, research, and resolve technical problems individually and through coordination with other IT department staff as needed
• Track and monitor all issues to ensure timely and effective resolution, escalating to other IT Staff as necessary
• Assist end-users to self-diagnose and implement automated solutions to operational issues in an effort to maximize efficiency
• Strong troubleshooting ability
• Set up and configure laptop & desktop PCs, mobile devices, dictation devices and printers for Firm employees according to department and Firm guidelines
• Provide multimedia meeting support, including the support of projectors and teleconference systems
• Promote new technology when it will result in better functionality and service
• Assist in the test & evaluation phases of new applications, products or services; assist in the selection of software packages/tools which meet the users/systems requirements; contribute to the planning process for future technical needs
• Conduct hardware and software inventory and maintain inventory database
• Participate in off-hours, on-call rotation for one week, every three to six weeks
• Occasional planned on-site remote office support

Minimum Requirements:
• Four-year college degree related to information systems or equivalent combination of experience and education
• Comptia A+ Certification
• Microsoft Certifications a plus
• Advanced experience supporting Win10 operating systems and Microsoft Productivity Suite
• Minimum of 3 years' experience in an employee service technology position; including 2 years of hands-on PC hardware, operating system and software support
• Must be able to work effectively with little direct supervision
• Operate in a fast-paced, deadline-driven environment while managing multiple priorities
• Excellent time management skills
• Strong communication skills in dealing with a diverse group of professionals and owners in a fast-paced environment
• Microsoft Office Specialist certifications in Word, Excel and Outlook preferred
• Legal industry experience preferred
• Familiar with Active Directory
• Able to participate in on-call rotation duties
• Able to travel to Ice Miller locations as needed
• Able to provide on-site support to DuPage County office
• Possess strong conceptual knowledge of software and hardware configurations and software applications
• Certification in A+ and Network+ preferred
• Experience with remote access technologies
• Must be able to perform all essential duties

Ice Miller is committed to recruiting, developing and retaining talented attorneys and professional staff from all backgrounds. In order to succeed, we take great pride in a culture of inclusion where everyone at Ice Miller feels respected, is treated fairly and has the opportunity to perform at the highest potential. Learn more about Ice Miller’s Diversity & Inclusion efforts on our website.

Ice Miller is an Equal Opportunity Employer.

Posted On

January 20, 2020