Senior Technology Support Specialist

Vedder's Chicago office is seeking a Senior Technology Support Specialist. The Senior Technology Support Specialist provides advanced technical support for all firm systems and serves as a senior resource within the Technology Support Center (TSC). This role is responsible for resolving complex issues, leading daily operational workflow, and supporting management by reinforcing accountability, improving processes, and ensuring consistent, high-quality service delivery across all offices. The working hours for this position will be 7:00 a.m. to 3:00 p.m.

As the Senior Technology Support Specialist, your job duties will include but not be limited to:

• Provide advanced technical support to firm users via phone, email, and in person, ensuring timely resolution and high-quality service.
• Own and manage support tickets from intake through resolution, including accurate documentation, updates, and proper escalation.
• Troubleshoot and resolve complex hardware, software, and system issues, coordinating with internal teams and vendors as needed.
• Serve as an escalation resource for Technology Support Specialists and assist with issue resolution and guidance.
• Prioritize and monitor ticket queues to ensure service levels and response standards are consistently met.
• Support incident response efforts, including assisting with communication and coordination during service disruptions.
• Contribute to knowledge management by creating and maintaining documentation, knowledge base articles, and troubleshooting guides.
• Mentor and support team members, reinforcing technical skills, customer service, and accountability.
• Assist with onboarding and training of new staff and promote adherence to team standards and processes.
• Serve as a lead resource within the Technology Support Center, helping ensure continuous operations and quality service delivery.
• Participate in projects and initiatives, including system implementations, hardware deployments, and process improvements.
• Maintain current knowledge of firm technologies and applications to support efficient and effective service delivery

Qualifications & Required Experience:

• 3+ years of technology support experience in a professional services environment preferred.
• Strong familiarity with enterprise systems, ticketing platforms(Service Now) , and escalation workflows.
• Experience contributing to knowledge management, training, and process improvement initiatives.
• Preferred certifications or familiarity with industry standards (CompTIA, ITIL, etc.).
• Position also requires the ability to work under pressure to meet strict deadlines.

Computer Skills:

• Advanced troubleshooting skills across hardware, software, and enterprise applications, including legal-specific systems (e.g., document management and practice applications)
• Strong working knowledge of Windows 11 and Microsoft 365, including user support, configuration, and issue resolution. Familiarity with end user hardware troubleshooting and network concepts.
• Clear and professional communication skills, with the ability to explain technical concepts in plain language to non-technical users.
• Strong organizational and time management skills, with the ability to prioritize and manage multiple tasks in a fast-paced environment.
• Demonstrated ownership and accountability in issue resolution, including follow-through and attention to detail in documentation.

Compensation Range: $65,000/yr. to $75,000/yr.

At Vedder, we believe in recognizing and rewarding our employees' contributions. Our comprehensive Total Rewards Package includes:

• Competitive Salary: We offer a competitive base salary commensurate with skills and experience.
• Bonus Program: Discretionary annual bonus program.
• Retirement Planning: Discretionary profit sharing and 401(k) matching to help you plan for your future.
• Health and Wellness: Comprehensive health, dental, and vision plans, along with optional health savings and flexible spending accounts, firm-paid Life and Disability benefits, and wellness programs to support your overall well-being.
• Paid Time Off: Competitive time off package including vacation days, paid holidays, sick time and personal days.
• Professional Development: Opportunities for continuous learning and career growth through firm provided training programs.
• Employee Recognition: Anniversary and Vedder Praise Programs to celebrate your achievements and milestones.
• Work-Life Balance: Hybrid work model and family-friendly policies.
• Additional Perks: Employee discount program, pre-tax commuter benefits, back up child & elder care, Employee Assistance Program (EAP), fitness center discounts and more.

Join Vedder and be part of a team that values hard work and dedication!

Equal Employment Opportunity:

Vedder Price P.C. is an equal opportunity employer. We value and encourage diversity and solicit applications from all qualified applicants without regard to race, color, gender, sex, age, religion, creed, national origin, ancestry, citizenship, marital status, sexual orientation, physical or mental disability (where applicant is qualified to perform the essential functions of the job with or without reasonable accommodations), medical condition, protected veteran status, gender identity, genetic information, or any other characteristic protected by federal, state, or local law. We participate in E-verify.

Applicants who are interested in applying for a position and require special assistance or an accommodation during the process due to a disability should contact the Vedder Recruiting Team at recruiting@vedder.com.