Technical Support Analyst Location Chicago, Illinois ZIP/Postal Code 60610 Job Type Contract,Perm Possible Category Help Desk Req #BOS-487d107a-8cf7-4e7b-9c4f-d167f69fe475 Job Description: We are looking for a strong Technical Support Analyst to join a Service Desk team supporting 8a-5p CST. This role supports a globally recognized, full‑service law firm known for handling high‑stakes litigation, complex transactions, regulatory matters, and cross‑border disputes for leading companies and financial institutions. With a strong footprint across major U.S. legal markets and key international hubs in Europe and South America, the firm operates at the intersection of law, business, and global commerce. Its practices are consistently top‑ranked by Chambers, The Legal 500, Benchmark Litigation, and Lawdragon, with attorneys frequently recognized among the leading litigators and dealmakers worldwide-making it an ideal environment for professionals who want exposure to sophisticated matters, elite legal talent, and work that truly moves the needle. This role can sit remotely near Chicago, IL, New York, NY, Washington, DC, Los Angeles, CA, San Francisco, CA, Silicon Valley (Redwood City), CA, Dallas, TX, Houston, TX, Miami, FL, and Charlotte, NC. The role will be mostly remote, with the occasional in office meeting. The shifts will be Monday - Fridays. The role will provide technical support and service with a high degree of customer service, technical expertise, and primary understanding of the law firm environment and associated applications. Ensure customer satisfaction with services rendered. Key Responsibilities - Serve as the first point of contact for Information Services support via MS Teams telephony and email, delivering a high‑quality customer experience. - Troubleshoot and resolve hardware and software issues across Microsoft 365, remote connectivity, networking, security, mobile devices (Intune), iManage, Adobe, and related applications. - Use advanced troubleshooting techniques, including remote access, to diagnose issues, identify root causes, and implement effective solutions. - Communicate clearly and professionally with both technical and non‑technical users; provide timely updates and thorough documentation. - Achieve service targets, including 85% first‑contact resolution (FCR). - Manage and resolve assigned tickets within the incident tracking system, ensuring accurate records and knowledge documentation. - Identify recurring issues and trends; proactively recommend improvements or training opportunities. - Participate in team training, knowledge sharing, project work, and provide backup support as needed. - Support new technology rollouts by assisting and training end users. Compensation: $18-20/hr. Exact compensation may vary based on several factors, including location, skills, experience, and education. Employees in this role will enjoy a comprehensive benefits package starting on day one of employment, including options for medical, dental, and vision insurance. Eligibility to enroll in the 401(k) retirement plan begins after 90 days of employment. Additionally, employees in this role will have access to paid sick leave and other paid time off benefits as required under the applicable law of the worksite location. We are a company committed to creating diverse and inclusive environments where people can bring their full, authentic selves to work every day. We are an equal opportunity/affirmative action employer that believes everyone matters. Qualified candidates will receive consideration for employment regardless of their race, color, ethnicity, religion, sex (including pregnancy), sexual orientation, gender identity and expression, marital status, national origin, ancestry, genetic factors, age, disability, protected veteran status, military or uniformed service member status, or any other status or characteristic protected by applicable laws, regulations, and ordinances. If you need assistance and/or a reasonable accommodation due to a disability during the application or recruiting process, please send a request.To learn more about how we collect, keep, and process your private information, please review Insight Global's Workforce Privacy Policy: https://insightglobal.com/workforce-privacy-policy/. Required Skills & Experience - 1-3+ years of IT experience - troubleshooting experience with MS Office Suite and solid knowledge of hardware and software - hands-on ticketing system experience (ServiceNow, Remedy, etc) - Mobile device support (iOS, Android) - Microsoft and Mac OS experience - High school diploma required, College Degree preferred. - Must be available and willing to work overtime, which may include evenings, weekends and holidays as the Firm determines is necessary or desirable to meet its business needs. Nice to Have Skills & Experience - Law firm background - hands-on experience with iManage, intapp, etc - IT certifications Benefit packages for this role will start on the 1st day of employment and include medical, dental, and vision insurance, as well as HSA, FSA, and DCFSA account options, and 401k retirement account access with employer matching. Employees in this role are also entitled to paid sick leave and/or other paid time off as provided by applicable law.

• Own the technical resolution and localization of complex, non-typical core platform incidents. • Independently troubleshoot microservice communication failures, balance processing issues, and authentication layer anomalies. • Receive and independently investigate complex, non-standard platform requests. • Troubleshoot cross-functional incidents at the boundary of core platform systems and adjacent integration modules. • Guide and assist Junior L2 and adjacent support lines with advanced platform configuration investigations. • Analyze structured logs, inspect error stacks, and generate high-quality bug reports for L3/QA. • Monitor SLA compliance for assigned complex incidents. • Develop and implement detailed technical runbooks and mentorship for Junior engineers.

• Own and resolve complex technical issues across Sumo Logic’s platform, including ingestion pipelines, search, analytics, and Cloud SIEM capabilities • Act as an escalation point for high-severity (P1/P2) issues, driving cross-functional alignment with Engineering, SRE, and Product teams • Ensure timely and high-quality communication to customers throughout the lifecycle of an issue • Troubleshoot across cloud-native architectures (AWS, APIs, containers, networking, log ingestion) • Diagnose performance issues such as slow queries, ingestion delays, and data pipeline failures • Analyze logs, metrics, and system behavior to identify root causes and recommend solutions • Develop and maintain deep expertise in Sumo Logic’s platform and integrations • Serve as a trusted advisor to customers, ensuring fast time-to-resolution and reduced customer effort • Partner with Customer Success and Professional Services to support customer health and retention • Support customers across EMEA time zones, partnering with global teams in a follow-the-sun model • Drive improvements in key support metrics such as time to resolution (TTR), backlog reduction, and SLA adherence • Contribute to knowledge base articles, runbooks, and automation to scale support delivery • Identify opportunities for AI, automation, and tooling to improve efficiency and responsiveness • Identify trends in support requests, and report and collaborate with the Engineering and Product Management teams during planning sessions • 24/7 on call rotation

• User Support & IT Operations – Serve as a senior escalation point for a fully remote, distributed workforce. Deliver high-quality, timely, empathetic support entirely over Slack, Zoom, and remote screen-share tools — no walk-up desk, no local hands. Own complex troubleshooting across macOS (primary), Windows, Linux, and mobile. • Onboarding & Offboarding – Own end-to-end user lifecycle: account provisioning, group membership, device shipment and enrollment, and clean offboarding. Continuously refine the process alongside People Ops and Security. • Identity & Access Management – Administer our identity stack in Rippling (our core IDP and MDM) — SCIM connections, groups, workflows, SSO/MFA configurations across our SaaS environment. Okta experience is a strong plus and forward-looking as we evaluate our identity architecture. • Device & Endpoint Management – Own our Mac-first fleet through Rippling MDM: enrollment, configuration profiles, patching, compliance baselines, and remote troubleshooting. Maintain accurate asset inventory in Snipe-IT. • AI-Powered IT Operations – Assured runs on an AI-forward IT stack. You'll operate and extend our automation layer via Console.com (ARIA) powering our Slack Request channels, and contribute directly to the overall automation of access provisioning, deprovisioning, and common IT workflows — pushing more of our routine work into agentic AI so the team can focus on higher-value initiatives. Experience with Risotto, Unthread, or similar AI ITSM platforms is a big plus. • Security & Compliance – Help enforce access controls and endpoint hardening in support of our SOC 2 Type II, HIPAA, and ISO 27001 programs. Help facilitate access reviews with the Security team and support evidence gathering for audits and offboarding verification. • Documentation & Knowledge – Write and maintain runbooks, SOPs, and playbooks in Notion. Turn tribal knowledge into structured content that our AI tools can actually retrieve and act on. • Roadmap & Improvement – Contribute meaningfully to the IT roadmap: tooling evaluations, integration work, and automations. Mentor teammates and help raise the bar as we scale from 200 → 300+ employees.