IT Support Analyst

LAW OFFICES OF HILDA L SIBRIAN PC•Houston, TX

About The Position

The IT Support Analyst plays a critical role in ensuring the smooth operation and reliability of an organization's IT infrastructure. This position is responsible for providing timely and effective technical support to end-users, resolving hardware, software, and network issues to minimize downtime. The role involves diagnosing problems, implementing solutions, and escalating complex issues to higher-level IT teams when necessary. The IT Support Analyst also contributes to maintaining system documentation and assisting with IT projects to improve overall service delivery. Ultimately, this position ensures that technology resources are optimized to support business objectives and enhance user productivity.

Requirements

2+ years of experience in a technical support or help desk role.
Proven experience in a technical support or help desk role.
Strong understanding of Windows and macOS operating systems.
Basic knowledge of networking concepts including TCP/IP, DNS, and DHCP.
Excellent problem-solving and communication skills.

Nice To Haves

Certifications such as CompTIA A+, Network+, or Microsoft Certified Professional (MCP).
Experience with Remote Monitoring and Management (RMM) tools
Familiarity with Active Directory and Office 365 administration.
Knowledge of cybersecurity best practices and endpoint protection.
Experience supporting a diverse user base in a corporate environment.
Experience with VoIP. (e.g., Ringcentral)
Experience with Cybersecurity tools. (e.g., Bitdefender)
Experience with scripting. (PowerShell/Bash)
Understanding backup scheduling, restore procedures, and offsite/cloud storage policies.
Experience with legal case management platforms (e.g., Filevine, NEOs, etc)

Responsibilities

Respond promptly to user inquiries and technical issues via phone, email, or in-person support.
Diagnose and resolve hardware, software, and network problems for desktops, laptops, printers, and mobile devices.
Install, configure, and maintain operating systems, applications, and security software.
Document support activities, solutions, and procedures to maintain accurate records and knowledge base.
Collaborate with IT team members to escalate and resolve complex technical issues efficiently.
Assist in the deployment of new IT equipment and software updates.
Provide training and guidance to end-users on best practices and new technologies.