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Agent guide: [/agents.md](https://www.wearedevelopers.com/agents.md). --- # Technical Support Engineer - **Company:** Berry Appleman & Leiden - **Location:** Chicago, IL, United States - **Experience:** Experienced - **Contract:** Permanent contract - **Skills:** Active Directory, Software Applications, Cyber Security, Virtual Private Networks (VPN), Network Troubleshooting, Microsoft Office, RSA (Cryptosystem), Software Deployment, Office365, Software Troubleshooting, Peripherals, Computer Equipment, Information Technology - **Published:** May 15, 2026 - **Apply:** https://www.indeed.com/viewjob?jk=2691e03094c702c7 ## About the Role * Requires a bachelor's degree in a related area or a combination of relevant certifications and job experience. * Minimum 2 years' experience in the PC Support/Help Desk field. * Experience with PC hardware and peripherals is a must. * Experience with network/server fundamentals is a plus. * Experience at a law firm helpdesk is a plus. * Strong knowledge of Microsoft Windows 10, 11 and the Microsoft Office Suite of applications. * Knowledge with the O365 cloud base email system. * Knowledge of Windows 2003/2008 Server Enterprise Edition and Active Directory processes. * Knowledge with VPN and RSA solutions. * Knowledge of commonly used concepts, practices, and procedures for resolving hardware and software-related issues. * Knowledge of video conferencing systems is a plus (Preferably Zoom) * General Server/network troubleshooting skills. * Excellent interpersonal, communication (both oral and written), and problem-solving skills. * Familiarity of workstation imaging * Strong troubleshooting ability. * Excellent verbal and written communications skills. ## Description * Act as the initial point of contact for in-office technical assistance and tickets escalated by Level 1 support. * Provide timely and effective solutions to end-user issues and requests, ranging from hardware and software problems to basic network connectivity and account access. * Provide prompt and courteous responses to resolve their issues or escalate to higher-level support when necessary. * Troubleshooting: Diagnose and resolve hardware, software, and network issues reported by end-users. * Walk users through the problem-solving process and document troubleshooting steps and resolutions. * Account Management: Assist with account creation, password resets, and access permissions for various applications and systems. * Hardware and Software Setup: Assist with the installation, configuration, and maintenance of desktops, laptops, printers, and other hardware devices. * Install and troubleshoot software applications as needed. * Ticket Management: Record and track all support incidents and service requests in the help desk ticketing system. * Prioritize and manage workload to meet service level agreements. * Knowledge Base: Contribute to the development and maintenance of the IT knowledge base, providing self-help guides and resources for end-users. * User Training: Provide basic training to employees on commonly used software applications and technology best practices. * IT Inventory Management: Maintain accurate records of IT assets and equipment, including tracking inventory, issuing hardware, and performing periodic audits. * Escalation and Collaboration: Escalate complex or unresolved issues to appropriate IT teams and collaborate with other IT specialists to resolve problems efficiently. * IT Security: Assist in enforcing IT security policies, such as malware prevention, data protection, and access controls, to ensure a secure computing environment. ## Related Videos - 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