{"id":3766698,"url":"https://alion.io/job/sidley-service-desk-technician","title":"Service Desk Technician","company":{"id":15213,"name":"Sidley","domain":"sidley.com","url":"https://alion.io/company/sidley","size_band":"1001-5000","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Workday","truth_index":null},"role":"Support","role_family":"Support","seniority":"middle","employment_type":"full_time","work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Chicago, United States"],"countries":["US"],"hiring_countries":[],"hiring_countries_total":0,"salary":{"min":62600,"max":75000,"currency":"USD","period":"year","gross":null,"usd_annual":75000},"salary_estimate":null,"experience_years_min":3,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Microsoft Office","optional":false},{"name":"Outlook","optional":false},{"name":"Service Desk","optional":false},{"name":"VPN","optional":false},{"name":"Windows","optional":false}],"status":"live","first_seen_at":"2026-11-04T20:17:06Z","employer_posted_date":"2026-11-04","last_verified_at":"2026-11-11T13:47:52Z","board_verified":true,"closed_at":null,"days_open":6,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":6},"description":"This position requires availability to work the following schedule:\nMonday: 8:00 p.m. to 6:00 a.m. \nWednesday: 10:00 p.m. to 9:00 a.m. \nSaturday: 7:00 p.m. to 6:00 a.m. \n Sunday: 6:00 p.m. to 6:00 a.m.\nThe Service Desk Technician is responsible for providing high quality customer service interactions with the firm’s end user population via the telephone and email. They will facilitate and resolve a wide variety of requests, inquiries and complaints with the use of their extensive technical knowledge of hardware and software. The Service Desk Technician will work independently, and as part of a team, to deliver outstanding service and support.\nDuties and Responsibilities\nAssists users to resolve computer related problems such as inoperative hardware or software, including network connections. Resolve customer inquiries efficiently and effectively through the use of active listening and personalizing techniques with a constant focus on service excellence.\nHardware Support functions include, but are not limited to, end user support, desktop support, laptop support, visiting office setups, and mobile device support. Perform basic printer, network and device troubleshooting.\nSoftware support functions include, but are not limited to, answering an array of job-specific How-To questions and the installation, basic configuration and troubleshooting of applications that are standard within Sidley’s environment or otherwise approved for installation.\nDocument and maintain user request and incident records in IT Service Management System. Maintain ownership of user inquiries and requests through resolution, owning the relationship with the customer.\nEscalate to and closely collaborate with various Level II and III Engineers and other IT groups to obtain knowledge and system access that allows for the highest level of customer service and quick resolution at the Service Desk level\nMeet and exceed team and individual performance standards including abandon rate, first call resolution and SLAs.\nExecute basic and routine systems administration tasks (e.g., password administration, updating Outlook distribution list, and mailbox rights requests.)\nParticipate in cross-training and shadowing with new Service Desk team members\nLead and assist with projects such hardware or software upgrades and on-boarding of large groups.\nUtilize, create, evaluate and submit updates to Knowledgebase articles and share knowledge through other designated forums with Service Desk teammates.\nPerform other duties as required.\nEducation and/or Experience:\nRequired:\nBA/BS degree or equivalent work experience, with a preference for those with a degree\nA minimum of three years of experience providing advanced support of the following applications: Document Management Systems, Microsoft Office Suite, Document Comparison Applications, Adobe Acrobat Professional, various Internet Browsers, network resources, Windows operating systems, web interfaces, and remote access, i.e., Citrix, VPN, etc.\nA minimum of three years providing direct and exceptional user support in a high performance culture\nA minimum of three years of experience supporting Smartphones, e.g., iPhone, Android\nProven success building strong relationships with team members and mentoring in support of organization-wide initiatives.\nPreferred:\nA minimum of three years of prior law firm or professional services experience.\nMicrosoft Office Application certifications.\nOther Skills and Abilities\nThe following will also be required of the successful candidate:\nStrong organizational skills\nStrong attention to detail\nGood judgment\nStrong interpersonal communication skills\nStrong analytical and problem solving skills\nAble to work harmoniously and effectively with others\nAble to preserve confidentiality and exercise discretion\nAble to work under pressure\nAble to manage multiple projects with competing deadlines and priorities\nThe target salary range for this role is:\n$62,600 - $75,000 if located in Illinois.Salaries vary by location and are based on numerous factors, including, but not limited to, the relevant market, skills, experience, and education of the selected candidate. Our compensation package also includes bonus eligibility and a comprehensive benefits program. Benefits information can be found at Sidley.com/Benefits.\nTo perform this job successfully, an individual must be able to perform the Duties and Responsibilities above satisfactorily and meet the requirements. The requirements listed above are representative of the minimum knowledge, skill, and/or ability required. Reasonable accommodations will be made to enable individuals with disabilities to perform the essential functions of the job. If you need such an accommodation, please email  (current employees should contact Human Resources).\nSidley Austin LLP is an Equal Opportunity Employer.","description_format":"text","description_chars":4887,"description_truncated":false,"requirements":{"experience_years_min":3,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[]},"benefits":[],"hiring_locations":[],"hiring_excludes":[],"relocation_offered":false,"industries":["Legal Services"],"lifecycle":[{"event":"open","at":"2026-11-04T20:17:06Z"}],"visa":[],"liveness":{"score":90,"band":"hot","label":"Hiring now","p_open":1,"p_active":0.903,"p_room":1,"age_days":6,"expected_fill_days":50,"reasons":["conf:2","velocity","win:early"],"computed_at":"2026-11-11T05:49:22Z"},"pay":{"stated_usd_annual":75000,"is_top_pay":false},"html_url":"https://alion.io/job/sidley-service-desk-technician","json_url":"https://alion.io/job/sidley-service-desk-technician.json","meta":{"generated_at":"2026-11-11T15:13:33Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":28358,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-11-12T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.1,"usd":0.01,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":15213},"rest":"https://alion.io/mcp/rest/get_company?id=15213"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Fsidley-service-desk-technician"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":2,"usd":0.2},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Fsidley-service-desk-technician"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.1,"usd":0.01},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Fsidley-service-desk-technician"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/sidley-service-desk-technician\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Fsidley-service-desk-technician"}],"agent":{"mcp":"https://alion.io/mcp/jobs","mcp_open":"https://alion.io/mcp/open","next":[{"tool":"get_job","arguments":{"id":3766698}},{"tool":"search_jobs","arguments":{"company":"sidley.com","detail":"compact"}},{"tool":"match_people","arguments":{"job_id":3766698},"note":"people open to offers who fit this vacancy"}],"note":"The same data through MCP tools: https://alion.io/mcp/open needs no sign-in (compact searches, postings, people); https://alion.io/mcp with an Alion account has everything. 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