Service Desk Technician

Service Desk Technician

Keller Postman represents a broad array of clients in class and mass actions, individual arbitrations, and multidistrict litigation matters at the trial and appellate levels in federal and state courts. Serving hundreds of thousands of clients in litigation and arbitration, we have prosecuted high-profile mass tort, antitrust, privacy, product liability, employment, and consumer-rights cases. Our firm also acts as plaintiffs' counsel in high-stakes public-enforcement actions. Our mission is to achieve exceptional results for our clients, drive innovation in the practice of law, and pursue unparalleled excellence in everything we do.

The Service Desk Technician provides frontline technical support for software, hardware, systems access, and IT services used across the organization. This role requires strong troubleshooting skills, empathy for end users, and an aptitude for solving problems quickly in a fast-paced hybrid environment. Support is delivered through a combination of remote tools, a ticketing system, and direct communication channels (chat, email, phone, and walk-ups).

This position will work full-time in our Chicago office, five days per week (Monday through Friday). The salary range for this position, depending on experience, is an annual base salary of $55,000 to $58,000 per year, plus a year-end discretionary bonus and benefits.

Key Responsibilities :

• Monitor and manage inbound tickets using the companys IT service management system.
• Resolve Tier 1 and Tier 2 issues including software access, password resets, system configuration, and connectivity problems.
• Escalate to Tier 2 / 3 teams when necessary, with thorough documentation.
• Troubleshoot and resolve issues related to :
• Internal systems
• Hardware (desktops, laptops, peripherals)
• Software (Windows, macOS, Google Workspace, VPN, productivity tools)
• Guide users through standard procedures and document common resolutions in the knowledge base.
• Provision and configure new hardware and software for new hires, including remote onboarding support.
• Track and manage IT asset inventory and equipment lifecycle tasks.
• Identify trends or recurring problems and collaborate with the engineering team on long-term solutions.
• Provide end-user training and communication for system changes, updates, or outages.
• Maintain compliance with internal documentation and security policies.
• Participate in after-hours support rotation as required.

Required Skills & Competencies :

Preferred Qualifications :

Certificates / Licenses :

Language Requirements :

Keller Postman is an Equal Opportunity Employer. For California Applicants, please find our CRPA information here.