On-Site IT Support Analyst

Wilson Elser - Business & Legal Professionals•Houston, TX

3d•$70,000 - $80,000•Onsite

About The Position

The On-Site IT Support Analyst provides technology support to attorneys and staff at an assigned office, serving as the local representative of Wilson Elser’s national IT department. The role troubleshoots and resolves hardware, software, and peripheral issues, and provides white-glove, concierge-level service in a fast-paced environment while managing multiple demands. This is a full-time, on-site position in the Houston office.

Requirements

At least 2 years of technical support experience with IT hardware, software, and desktop peripherals.
Experience supporting Windows 10 and Windows 11, Microsoft Office O365 (especially Outlook), desktop and web-based applications, Active Directory and Azure AD, Zoom Rooms and Microsoft Teams, desktop driver controls, all-in-one monitors, VPN and remote/cloud network access, virtual desktop environments, cloud and on-premises telephony, desktop imaging and BIOS controls, and LAN and SD-WAN.
At least 3 years of experience working in ITSM and ITIL environments.
Ability to work autonomously, manage time effectively, and take initiative.
Ability to lift and move items weighing up to 50 pounds.
Ability to travel throughout the region if needed.
Experience in an environment that promotes active listening, transparency, and customer-centric service.
Strong analytical and problem-solving skills.
Excellent verbal and written communication skills.
Bachelor’s degree in Computer Science, Information Security, or a related field, or equivalent work experience.

Nice To Haves

Experience in system operations and/or administration.
Prior law firm experience.
Certifications such as CompTIA A+, CompTIA Network+, MCDST, or HDI Support Center Analyst.
ITIL4 certification; in-house training is available.

Responsibilities

Understand and follow standard operating procedures for imaging and deploying computer equipment for new hires.
Collect and track equipment from departing end users using standardized asset-tracking procedures.
Support video conferencing and related on-site audiovisual systems.
Install, configure, and troubleshoot software, including document management, Microsoft Office applications, remote conferencing tools, and financial systems.
Coordinate user requirements with regional supervisors, management, and other IT teams.
Build service-based relationships with attorneys and staff and provide exceptional customer service.
Collaborate efficiently with team members on tasks and requests.
Evaluate and record tickets for hardware requests, software installations, and end-user incidents in the assigned office.
Follow organizational change-management processes.
Perform special duties, tasks, or projects as required.