User Support Analyst I (Help Desk) at Skidmore, Owings & Merrill LLP in Chicago, Illinois

Job Description:

SOM, one of the most influential design firms in the world, is seeking innovative, creative, independent, and critical thinkers who aspire to the highest standards of excellence. Join our collaborative design practice as a User Support Analyst for the opportunity to build a strong and thriving career.

The User Support Analyst will be a member of the Office of Technology (OT) Service Desk organization and provide enterprise-level assistance to our global workforce. The successful candidate must be customer service focused and proactive in anticipating and resolving issues. They should have broad experience with a variety of end user endpoints (laptops, tablets, desktops, smartphones), local and cloud-based applications, operating systems, and network connectivity. They will evaluate user requirements, address technical problems, and work across teams to provide solutions that can be delivered by various means, such as face-to-face, web conference, chat, email, and phone. If you are a natural problem solver, enjoy assisting people with technology challenges, and are able to explain technical details in easy to understand terms, we’d like to meet you. This position offers an opportunity for professional and technical growth for qualified candidates.

Responsibilities: 

• Provide Tier 1 and 2 end user support to the firm.




• Accept, log, and promptly respond to service desk requests; prioritize and manage several open issues at one time; special projects as assigned.




• Provide on-site, off-site, and remote support; participate in weekend support rotation, and on occasion provide weekday after hours support.




• Sensitivity, diplomacy, and persuasiveness in dealing with all levels of the firm; actively appreciates the diverse capabilities, insights, and ideas of others, working respectfully with individuals of diverse backgrounds, styles, abilities, and motivations.




• Stay current with firm policies and procedures and maintain professional and technical knowledge.




• Reliable and responsible, able to respond quickly to emergencies, seeing problems through to resolution; take the term “customer service” to heart




• Excellent oral and written communications skills.

Technical Qualifications: 

• BS in related field or equivalent work experience; 1 - 3 years of working experience within an OT support organization.




• Experience configuring and supporting MS Windows and Mac iOS devices in a Window environment; experience working in Cloud environments desirable.



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  Experience administering, supporting and using:

  
  
  
  

  • Windows Active Directory and Microsoft SCCM

  
  

  • Google G Suite, Microsoft Office, and Adobe Creative Suite

  
  

  • File collaboration platforms such as Google Shared Drives and MS Sharepoint.

  
  

  • Messaging platforms such as Slack and Google Chat

  
  

  • AV Conferencing infrastructure and web conferencing platforms such as Zoom, WebEx, MS Teams, and GoToMeeting; experience with Zoom Room and room control systems such as Crestron is desirable.

  
  
  
  



• Experience supporting architectural software such as Revit, AutoCAD, Rhino, Enscape, V-Ray, and Bluebeam is desirable.

SOM offers opportunities to work on transformational projects, competitive salaries, health insurance, wellness, retirement and financial and other work/life plans.

At SOM, we welcome and encourage diversity in the workplace. We believe an inclusive environment benefits our employees, our firm, and our community, while also enriching and challenging our own thinking about design. We are proud to be an equal opportunity and affirmative action employer. Visit this page to learn more about SOM's employment policy and how to apply offline: www.som.com/employment_opportunities_and_policy

For more about SOM: www.som.com