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Job Details

Level 2/3 Help Desk

Company name
Experis Manpower Group

Chicago, IL

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Experis is hiring a Level 2/3 Support technician for a contract for hire opportunity with their downtown Chicago client

SUMMARY: Performs a broad complement of technology-related duties with minimal supervision, including providing firm-wide technical support to attorneys and staff for Firm supported computers, peripherals and software applications. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.


Essential duties and responsibilities include the following. Other duties may be additionally assigned.

Follow departments standards and protocols, and handle sensitive or confidential information in a discreet and appropriate manner;

Assist with overseeing Level 1 service desk activities and provide guidance and assistance to help desk personnel

Resolve escalated tickets relating to computer, server, network, printer, connectivity, outage issues, etc. and provide IT support for Firm equipment, products and services. Support may include answering questions, engaging in research and troubleshooting problems, teaching or instructing users regarding software or hardware functionality, and communicating policy; consult with other IT staff and/or elevate complex or high priority problems to the appropriate IT team member or vendor support teams as necessary for resolution

Handle interactions with computer users with diplomacy and tact; gauge a users technical abilities and communicate in a non-condescending fashion using appropriate technical or non-technical language

Accurately record, update and document requests and required information into the IT service desk system, log and track status changes and follow-up reminders, record resolutions for future reference, close tickets upon completion, and follow up on resolved requests to ensure user satisfaction

Configure, deploy and maintain user desktops, laptops, and software applications including Microsoft Office, timekeeping, dictation, and other applications; ghost computers; administer application patching, backup applications, antivirus and anti-malware solutions for workstations, laptops, and servers

Provide support for a wide-range of computer and networking software and hardware systems and technologies, including but not limited to servers, Cisco routers, switches, WAN technologies, SNMP, BGP, EIGRP, OSPF, STP, QoS, etc.;

Provide systems administration, including maintenance, and support for Microsoft Server systems, including SharePoint, Exchange, MS Active Directory (architecture, Group Policies, etc.), WSUS, DFS, Virtualization (VMware, Veeam, Hyper-V, etc.), SANs, DNS, DHCP, etc.

Provide remote access solution implementation and support for VPN, Terminal Services, LMI, Citrix products, etc.

Administer network security, including building firewalls, applying encryption and maintaining systems and processes for business continuity, data backup, and disaster recovery; also maintain file permissions and ethical walls

Assist with the development and updating of information systems standards, policies and procedures; help implement new and revised systems to ensure effective and efficient services; safeguard data and ensure performance and maintenance are consistent with Firm goals, industry best practices, and regulatory requirements

Monitor server and network logs, system alerts, and notifications; monitor usage where requested to ensure security of data and access privileges; monitor vendor-supplied packaged programs, macros, utilities, data communications programs, VoIP systems, and other highly technical programs; provide root-cause analysis, remediate issues, and record the nature and resolution of problems

Document and maintain support logs and other information for hardware, software applications, network problems, resolutions, etc., for department reference; provide status reports, problem summaries and project status as required; disseminate detailed descriptions of new or modified hardware/software systems and instructions for their use; create and update end-user instructions and user manuals as needed

Proactively maintain current inventory of IT equipment, supplies and licenses, and alert appropriate team members to low inventories

Maintain department calendaring system as assigned; Scheduling tasks may include the tracking and reporting of appointments, due dates, contract and subscription renewal dates, maintenance and upgrades, etc.

Report high-risk or non-compliant end-user computer usage behaviors or trends to IT/IS Director;

Effectively, professionally and respectfully represent other IT staff members and their services to non-IT personnel

Monitor alert systems and report issues for backup failures, power outages, equipment failures, low disk space issues, offline statuses, etc. as assigned

Post and maintain content for the Information Technology section of the Firms Intranet Portal, and maintain updated backups of all Information Technology content

Update and maintain department reference repository material, including updating instructions, vendor information, office floorplans, telephone directories, service providers, etc.; scan, organize

and maintain electronic filing system for operational manuals, instructional material, contracts, licensing information, subscription information, etc.

Assist with new technology roll-out projects as needed, which may require travel to remote offices and/or evening or weekend work from time to time; and perform other tasks as assigned.


To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill and/or ability necessary to do this job.

Education and Experience

A minimum of 5-7 years experience in hardware and software support;

Computer proficiency, including Microsoft Office, Manage Engine (or other service desk software), iManage (or other document management software), and Elite and/or Aderant products;

Experis is an Equal Opportunity Employer (EOE/AA)

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Company info

Experis Manpower Group
Website :

Company Profile
Transforming challenges into opportunity. Accelerating careers. Propelling business growth. Few companies can match Experis’ scope, history of success and our reputation as the global leader in professional talent and solutions. We know that peak performance is humanly possible. We help our clients and our talent to achieve it through our deep industry knowledge and an unmatched understanding of human potential. Experis accelerates business growth and careers by intensely attracting, assessing and placing specialized expertise in IT, Finance & Accounting, Engineering and other industries. We precisely deliver in-demand talent for mission-critical positions, enhancing the competitiveness of the organizations and people we serve. We also apply our expertise to provide a suite of proven workforce solutions that improve our clients' productivity, efficiency and cost containment.

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