Senior IT Support

Information Technology


Description

Our Story: Litera, headquartered in Chicago, IL, is a fast-growing software company and one of the leading legal technology suppliers in the world. Serving more than 90% of the world's largest law firms, our software is used by hundreds of thousands of lawyers every day. As a company recognized as one of the best places to work, we believe professional development, rewards programs, open communication, and transparent leadership all contribute to a unique and open work environment. Our employees are driven, energetic, passionate, and have the ability to make a direct impact on the future of the company.

A Day in the Life:

  • Provide support to end users on various services and tools as they relate to their day-to-day work.
  • Tier 1 and Tier 2 service-related responsibilities
  • Monitor the ticketing system
  • New user setup of hardware, software, operating systems, account management and setting up corporate environments
  • End-user hardware/software support including printer maintenance/repair and troubleshooting and configuration of mobile devices
  • Provide remote support to users located in other offices
  • Asset management of inventory and all IT related equipment
  • Assist with the rollout of new IT solutions

Role progression:

Within 1 month, you will:

  • Complete new hire on-boarding process including eLearning courses, instructor led training, peer shadowing, and more
  • Learn Litera’s platform by collaborating with teammates, attending training sessions, and participate in in-product guided experiences
  • Meet the team and learn the nuts and bolts of our business and our path to success
  • Become familiar with best practices, processes, and business tools including public cloud providers utilized by Litera
  • Understand influencing metrics and how to influence time to value, end user experience, adoption, and growth

Within 3 months, you will:

  • Monitor, document, and escalate issues and problems according to ticketing standards and SLAs
  • Perform day to day helpdesk operations such as new user creations, provisioning of assets and end-user hardware/software support
  • Install, configure, and integrate software and hardware solutions in the organization
  • Promote end-user satisfaction in adherence to established performance metrics
  • Learning new technologies and solutions as needed
  • Participate in strategic initiatives that support the company’s goals.
  • Supporting the People team at new hire orientation

 

 

Within 6 months, you will:

  • Oversee Asset Management throughout the Canadian-based end-users, including the purchasing of end-user devices and accessories
  • Assist in supporting JAMF configurations relating to Apple devices
  • Perform basic administration of MDM/RMM and user management platforms

 

About You:

  • 3+ years’ experience supporting Windows 10, MAC O/S, Active Directory and Microsoft Office 365.
  • Good customer service/support skills and an understanding of what it takes to provide good technical support to both local and remote users
  • Ability to calmly and rationally assess competing priorities while under pressure from end-users
  • Ability to quickly acquire an understanding of a technical issue and identify practical resolution options, weighing each option’s upsides and downsides
  • Previous experience with problem solving in a troubleshooting environment
  • Understanding of Windows 10, Apple iOS, Windows Server 2016/2019, Office 365, Azure and VMware.
  • Bachelor's Degree with Computer Science or related field

 

 What Sets us Apart?  

  • Work with a team that has a proven track record year over year
    You will be challenged and encouraged to broaden your skills
    Regular social & philanthropic events
    Access to personal development courses and tools in our internal learning management system
    Great health benefits, PTO and holiday policies, & more!