IT Support Analyst

HeplerBroom is seeking a proactive and customer-focused IT Service Desk Analyst to join our dynamic IT team. In this role, you will provide exceptional technical support to internal users across the firm, serving as a trusted resource for day-to-day technology needs. This position is ideal for someone who enjoys problem-solving, delivering outstanding customer service, and being the first point of contact when colleagues need assistance.

Based in our Chicago office, you will serve as the primary on-site IT resource, providing hands-on support and helping ensure a seamless technology experience for attorneys and staff. From troubleshooting hardware and software issues to supporting new technology initiatives, you will play a key role in keeping our team connected, productive, and successful.

Why You'll Love This Job

• Be the Go-To IT Resource: Serve as the primary on-site technology support professional for our Chicago office, helping attorneys and staff stay productive and connected.
• Make an Immediate Impact: Provide hands-on support for hardware, software, mobile devices, and business applications while delivering an exceptional user experience.
• Drive Continuous Improvement: Identify opportunities to enhance IT processes, streamline workflows, and improve service delivery across the firm.
• Work with Modern Technology: Stay current on emerging technologies and contribute ideas that strengthen our technology environment and support the firm's strategic goals.

Key Responsibilities: 

• Support Excellence: Deliver outstanding end-user support with 2+ years of experience.
• Problem Solver: Diagnose, document, and resolve client requests efficiently, using your analytical skills.
• Tech Savvy: Configure, troubleshoot, and support core applications including Windows, MS Office, Browsers, Mobile Device Connectivity, Teams/Zoom, and Endpoint Threat Detection, and core hardware including laptops, monitors, docking stations, desktop phones, printers, copiers, and peripherals.
• Cyber Guardian: Apply cyber best practices to ensure endpoint protection.
• Team Player: Collaborate effectively, document and maintain an IT knowledgebase, and provide new user orientation.

What We're Looking For:

• Tech Proficiency: Thorough knowledge of current versions of Microsoft Office (365) and Windows.
• People Focused: Excellent interpersonal and customer service skills.

• Detail-Oriented: Strong attention to detail and problem-solving abilities.
• Adaptability: Thrive in a dynamic environment with changing priorities.
• Flexible: Willingness to work overtime, irregular hours, and participate in on-call support activities.
• Working Hours:  Monday through Friday 8:30 – 5:30
• Education: Minimum Associate in Information Technology, Computer Science or related fields, or equivalent relevant experience.

Why Choose HeplerBroom?

• Career Growth: Propel your career forward with our continuous hands on learning and development opportunities through special projects and team mentorship and guidance.
• Collaborative Culture: Thrive in a supportive and innovative team environment.
• Competitive Compensation: Benefit from a comprehensive package that includes base pay, bonuses, and more.
• Work-Life Balance: Enjoy a friendly and flexible working environment with paid vacation, sick leave, personal time, and 10 paid holidays.
• Benefits: Access multiple health benefit options, including medical, dental, and vision coverage. We also offer voluntary benefits such as long-term disability, life insurance, critical illness, and accident insurance. Plus, we cover employees’ life insurance and short-term disability benefits. Take advantage of our generous matching 401K and profit-sharing programs.
• Professional Development: Our firm culture emphasizes the growth of all legal professionals. We invest in our employees' training and development and foster a team-focused culture that supports each other's work and professional growth.