IT User Support Analyst
About The Position
A global law firm is hiring a User Support Analyst for its Houston office. The role provides second-level support for issues escalated from the Help Desk, including gathering information and troubleshooting hardware and software problems. The analyst may escalate issues to Analysts, Programmers, Operations, or Engineers as appropriate. The position supports videoconferences and office collaboration technologies, including Zoom and Teams, and may assist the IT Training Team with new-hire training. It also participates in technology deployment projects and special events, including PC upgrades and server-room maintenance. These activities may occur on weekends or after hours. Additional work includes imaging computers, configuring IP telephones, moving and installing printers, installing routine firmware updates on computers and docking stations, and maintaining asset tags and hardware inventories, including preparing equipment for loan.
Requirements
- At least 5 years of software and hardware experience in a team-oriented IT structure.
- Advanced knowledge and experience troubleshooting Microsoft Office 365, Windows 11 in wired and wireless network environments, Active Directory, a document management system such as NetDocuments, Intapp Time, internet and intranet services, telephone and voicemail systems, Cisco Systems and Cisco IP Phones, Extension Mobility, email, and proprietary applications.
- Exceptional customer service and a solution-focused approach.
- Strong analytical and technical troubleshooting skills.
- Excellent written and verbal communication skills.
- Strong work ethic, attention to detail, and punctuality.
- Ability to collaborate effectively and contribute creativity.
- Sense of urgency in resolving incidents.
- Ability to multitask and prioritize in a fast-paced environment.
- Ability to work independently under minimal local supervision and as a member of a project team.
- Experience communicating with senior- or executive-level managers.
- Ability to adjust the work schedule as needed for on-call support or overtime.
Nice To Haves
- Experience with desktop, laptop, iPad, iPhone, and Mac models; HP, Canon, and Xerox printers; and installing, moving, and configuring computer and telephone hardware.
- Experience setting up videoconferences, understanding video bridging, and technical understanding of collaboration technologies such as Zoom and Teams.
- Experience delivering presentations, public speaking, or conducting training classes.
- Knowledge of Microsoft SCCM, Citrix XenApp, Microsoft Terminal Services, VMware Horizon, and other remote-access technologies.
- Experience with Microsoft Windows Defender, GlobalProtect, and other personal firewall software.
- Experience using help desk ticketing systems.
- Microsoft A+ certification.
- Four-year degree or equivalent.
Responsibilities
- Provide second-level support for issues escalated from the Help Desk.
- Escalate problems to Analysts, Programmers, Operations, or Engineers when necessary.
- Gather information and troubleshoot escalated hardware and software support issues.
- Assist the videoconference team with pre-meeting video and sound checks and bridge complex meetings across multiple locations.
- Support office collaboration technologies, including Zoom and Teams.
- Assist the IT Training Team with new-hire training as needed.
- Participate in technology deployment projects, such as PC upgrades, and special events, such as server-room maintenance.
- Image computers and configure IP telephones.
- Move and install printers.
- Install routine firmware updates on computers and docking stations.
- Perform asset tagging and maintain hardware inventories, including preparing computer equipment for loan.
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
No Education Listed
