{"id":2508021,"url":"https://alion.io/job/som-user-support-analyst-i","title":"User Support Analyst I","company":{"id":42416,"name":"SOM","domain":"som.com","url":"https://alion.io/company/som-com","size_band":"501-1000","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Workday","truth_index":{"grade":"B","score":75,"open_postings":10,"ghost_share":0,"stale_share":1,"repost_share":0,"time_to_fill_p50_days":null,"computed_at":"2026-10-15T05:46:00Z"}},"role":"Support","role_family":"Support","seniority":"junior","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":60000,"max":75000,"currency":"USD","period":"year","gross":null,"usd_annual":75000},"salary_estimate":null,"experience_years_min":2,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Service Desk","optional":false},{"name":"Slack","optional":false},{"name":"Active Directory","optional":true},{"name":"AutoCAD","optional":true},{"name":"Google Workspace","optional":true},{"name":"Microsoft Office","optional":true},{"name":"Microsoft Teams","optional":true},{"name":"SharePoint","optional":true},{"name":"Windows","optional":true}],"status":"live","first_seen_at":"2026-08-27T00:00:00Z","employer_posted_date":"2026-08-27","last_verified_at":"2026-10-15T08:06:13Z","board_verified":true,"closed_at":null,"days_open":49,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":49},"description":"At SOM, we are a collective committed to shaping a better future for our clients, communities and planet. We aspire to create the most sustainable, impactful work through creative, interdisciplinary teams with all the resources and diversity of a global firm. We value those who are passionate about excellence, innovation, integrity, inclusivity, and collaboration. Together we can achieve great things.\nSuccess at SOM Means\nIdeas: Our highest aspirations go beyond known solutions and models. We are constantly innovating and attempting to bring new approaches, solutions and processes to our work.\n\nKnowledge: We are not expected to know everything, but rather to passionately pursue answers. It is vital that we listen intently and are proactive about learning, integrating new skills and deepening our knowledge.\n\nDeliverables: We strive for excellence in the concept, quality, and delivery of our work.\n\nIndividual: We believe in the individual and the wealth of attributes, skills, and knowledge that a person can develop and contribute.\n\nTeam: Our design ethos is founded on the principle of interdisciplinary integration. We foster a positive team culture in which everyone collaborates openly towards common goals. We proactively reconcile the goals and priorities of SOM and clients while fostering opportunities for design and technical excellence in alignment with the firm’s ethos.\n\nFirm: We believe in a meritocracy of ideas. We are a collective that looks to everyone to actively contribute to the design discourse in the office.\n\nPosition Responsibilities\nProvide Tier 1 and 2 end user support to the local/ regional offices, including remote/work from home staff.\n\nPromptly respond to service desk requests (tickets, emails, Slack channels, etc); prioritize and manage several open issues at one time; participate in special projects as assigned.\n\nProvide on-site, off-site, and remote support; participate in weekend support rotation, and on occasion provide weekday after hours support.\n\nSensitivity, 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.\n\nStay current with firm policies and procedures and maintain professional and technical knowledge, including industry best practices; maintain an understanding of SOM products and their interrelationship technically and to the customer.\n\nResearch effective and efficient ways to resolve problems; solution focused.\n\nReliable and responsible, able to respond quickly to emergencies, seeing problems through to resolution; take the term “customer service” to heart\n\nExcellent oral and written communications skills.\n\nAssists with other tasks and responsibilities as may be required.\n\nMinimum Qualifications\nBS in related field or equivalent work experience; 2+ years of working experience within an OT support organization; experience in the AEC industry is desirable.\n\nMicrosoft and/or CompTIA A+ certification desired.\n\nExperience configuring and supporting MS Windows and Mac iOS devices in a Window environment; experience working in Cloud environments desirable.\n\nExperience configuring supporting iOS and Android mobile devices\n\nExperience with Windows Active Directory and Microsoft SCCM\n\nExperience administering, supporting and using:\nGoogle Workspace (mail/calendar/business apps), Microsoft Office, and Adobe Creative Suite\n\nFile collaboration platforms such as Google Shared Drives and Microsoft Sharepoint.\n\nMessaging platforms such as Slack\n\nAV conferencing infrastructure (Neat/Crestron) and web conferencing platforms such as Zoom, WebEx, and MS Teams\n\nExperience supporting architectural software such as Revit, AutoCAD, Rhino, Enscape, V-Ray, and Bluebeam is desirable.\n\nCompensation for this role is based upon experience, qualifications, location, and education and typically ranges from $60,000 to $75,000.\nFor more about SOM: www.som.com","description_format":"text","description_chars":4024,"description_truncated":false,"requirements":{"experience_years_min":2,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":{"level":"bachelor","optional":false},"security_clearance":false,"languages":[]},"benefits":[],"hiring_locations":[],"hiring_excludes":[],"relocation_offered":false,"industries":["Design & Creative","Real Estate","Science & Engineering"],"lifecycle":[{"event":"open","at":"2026-10-14T08:07:34Z"}],"visa":[],"liveness":{"score":9,"band":"cold","label":"Long shot","p_open":1,"p_active":0.332,"p_room":0.28,"age_days":49,"expected_fill_days":24,"reasons":["conf:17","stale_co","win:tail","crowd:junior"],"computed_at":"2026-10-15T05:46:00Z"},"pay":{"stated_usd_annual":75000,"is_top_pay":true},"html_url":"https://alion.io/job/som-user-support-analyst-i","json_url":"https://alion.io/job/som-user-support-analyst-i.json","meta":{"generated_at":"2026-10-15T09:29:21Z","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":14221,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-10-16T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.02,"usd":0.002,"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":42416},"rest":"https://alion.io/mcp/rest/get_company?id=42416"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Fsom-user-support-analyst-i"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":1,"usd":0.1},"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%2Fsom-user-support-analyst-i"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.02,"usd":0.002},"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%2Fsom-user-support-analyst-i"},{"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/som-user-support-analyst-i\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Fsom-user-support-analyst-i"}]}