IT Support Services Analyst

U.S. Legal Support•Houston, TX

2d•Hybrid

About The Position

U.S. Legal Support seeks an IT Support Analyst I with experience in software troubleshooting, system administration, and incident management. This role involves providing technical assistance to users, analyzing issue trends, and managing user accounts. The analyst will also serve as an educational SME for enterprise solutions and assist with knowledge documentation. After-hours support and accurate record-keeping are also key aspects of the position.

Requirements

High school diploma (or equivalent)
Two years of concentrated experience in computer technology or computer services
Hands-on experience with incident management in an enterprise support environment
Strong customer service skills
Clear verbal and written business-level communication
Sound analytical judgment
Ability to manage work accurately and efficiently in a fast-paced environment
Ability to lift up to 50 lbs.

Nice To Haves

Experience supporting Microsoft 365 applications
Experience supporting Windows-based systems
Experience supporting remote users
A degree or certifications in a computer science-related field

Responsibilities

Answer, document, and triage new work requests received through phone queues, messaging or email applications, and in-person interactions.
Review, organize, and prioritize all pending work assigned to the team within ServiceNow to ensure timely and effective handling.
Provide technical assistance to users for incidents assigned to the team, delivering support both in person and remotely using telephonic and remote desktop solutions.
Exercise sound professional judgment when analyzing problems, determining appropriate resolution paths, or identifying when escalation or advanced maintenance is required to restore functionality.
Identify, analyze, and track issue trends, collaborating with team members to isolate root causes and pursue long-term or permanent solutions.
Identify and escalate widely impactful or time-sensitive issues to senior analysts, team leadership, or other IT teams in accordance with established procedures.
Coordinate with internal IT teams and external product or service vendors to resolve advanced or complex technical issues aligned with business needs.
Serve as an educational SME for enterprise productivity and proprietary workflow solutions, delivering guidance, best practices, and insight while supporting escalation-level education to drive adoption and consistent usage.
Educate users on the availability, capabilities, and proper usage of IT-managed products and services.
Facilitate user account lifecycle management, including the creation, administration, and termination of user accounts and associated enterprise application access.
Provide after-hours support during assigned on-call rotations for incidents or requests requiring extended coverage.
Maintain accurate, complete records of all services performed for calls, incidents, and tasks within current CSM solutions to support auditing, reporting, and operational continuity.
Assist with the development and ongoing improvement of knowledge documentation for common issues, processes, and supported systems.