IT Support Analyst II

Amundsen Davis, LLC is a full‑service business law firm with 260 attorneys. Headquartered in Chicago, we are one of the fastest‑growing law firms in the Midwest. We understand the entrepreneurial mindset that drives our clients’ business decisions, and we use this insight to respond to their needs creatively, efficiently, and pragmatically. Our firm handles the transactional, labor and employment, and litigation needs of companies across the United States. With deep experience in both litigated and transactional matters, we offer a uniquely well‑rounded partnership for your business. Amundsen Davis has offices in: Chicago, Crystal Lake, St. Charles, and Rockford, IL; Cleveland and Columbus, OH; Milwaukee, Appleton, Brookfield, Green Bay, and Madison, WI; St. Louis, MO; and Indianapolis, IN.

Summary

The IT Support Analyst II delivers high-quality technical support to attorneys and staff in a fast-paced professional services environment. This role provides Level I and Level II support, serves as an escalation resource for complex issues, and contributes to continuous improvement initiatives that enhance service delivery and end-user experience.

The Analyst II ensures reliable operation of end-user computing, mobile devices, and office technology while meeting established service-level agreements (SLAs). This position emphasizes ownership, accountability, documentation, and customer service excellence.

Duties and Responsibilities

End-User Support

• Provide end-to-end phone, remote, and deskside support for hardware, software, and mobile device issues.
• Diagnose, troubleshoot, and resolve desktop, laptop, printer, and peripheral issues.
• Support Microsoft Windows 11, Microsoft Office, and firm-standard applications.
• Provide technical and logistical support for audio/visual systems, video conferencing, and executive meetings.

Incident & Service Request Management

• Own assigned incidents and service requests through resolution, ensuring accurate documentation and timely communication.
• Meet or exceed established SLA response and resolution targets, including one-hour initial response where applicable.
• Maintain regular status updates and communicate with end users at least every three business days until resolution.
• Ensure all requests are properly logged, categorized, prioritized, and resolved within the ticketing system.

Escalation & Collaboration

• Act as a Level II escalation point for complex or unresolved technical issues.
• Collaborate with internal IT teams and external vendors to resolve issues efficiently.
• Support junior team members by sharing knowledge and best practices.

Onboarding & Offboarding

• Perform new-hire onboarding, drivers and BIOS updates, equipment deployment, and workstation setup for office and remote users.
• Coordinate equipment retrieval and asset recovery following confirmed employee departures.
• Ensure adherence to firm standards and security requirements during onboarding and offboarding processes.

Training & Documentation

• Provide informal and scheduled end-user training to improve technology adoption and efficiency.
• Create, review, and maintain knowledge base articles and technical documentation to support consistent service delivery.
• Contribute to the development of end-user training materials and IT documentation.

Projects & Continuous Improvement

• Participate as an active member of IT project teams, including testing and firm-wide technology implementations.
• Analyze incident trends and documented resolutions to identify opportunities for process improvement and issue prevention.
• Contribute ideas and recommendations to improve service quality, efficiency, and user satisfaction.

Operational Support

• Perform regular office and conference room walkthroughs to test equipment, ensure functionality, and maintain cable management standards.
• Support workstation moves, adds, and changes as required.
• Travel between office locations as needed.
• Ability to lift and move equipment up to 50 pounds.
• Other duties as assigned

Education and Experience

• 5–7 years of experience in IT support, service desk, or end-user computing roles.
• Prior experience in a legal or professional services environment required
• Experience working within an IT service management (ITSM) framework.
• Strong experience supporting Microsoft Windows 11 and Microsoft Office applications.
• Hands-on experience with Dell and HP laptops and mobile devices (iOS and Android).
• Proven experience working under defined SLAs in a customer-facing support role.
• CompTIA A+ and/or Network+
• Microsoft role-based certifications or equivalent technical certifications
• Strong analytical and problem-solving skills with attention to detail.
• Excellent organizational, communication, and interpersonal skills.
• Ability to manage multiple priorities while meeting deadlines and service standards.
• Ability to work effectively under pressure and handle issues professionally.
• Demonstrates professionalism, reliability, and accountability.
• Maintains a positive, customer-focused attitude.
• Takes initiative and ownership of responsibilities.
• Strong customer service orientation with a proactive, solution-focused mindset
• Demonstrates empathy and responsiveness to user needs.
• Communicates clearly and respectfully with technical and non-technical audiences.

What We Offer

• Competitive Pay ($50,000 - $70,000 a year)
• Work Schedule: Full-time, Monday - Friday
• In-office, Chicago Office
• Benefits, following 30 days of employment
• Supportive, team-focused environment
• Professional growth

Amundsen Davis, LLC is an Equal Opportunity Employer. We support and encourage workforce diversity. We do not discriminate because of an individual’s race, color, religion, gender, national origin, sexual orientation, gender identity or expression, ancestry, citizenship, creed, marital status, veteran status, age, family care giving responsibilities, genetic profile or predisposition, pregnancy or disability with respect to hiring, promotion, firing, compensation, or other terms, conditions, or privileges of employment.