Senior IT Support Analyst

LAW OFFICES OF HILDA L SIBRIAN PC•Houston, TX

2d•Onsite

About The Position

We are seeking a reliable, experienced Senior IT Support Analyst to join our established law firm in Houston on a full-time, on-site basis. In this role, you will deliver fast, high-quality technical support to attorneys, paralegals, and staff, ensuring our technology infrastructure runs smoothly so the firm can focus on delivering outstanding legal services. You will handle hands-on troubleshooting while also helping the firm adopt modern tools, including AI-assisted automation and scripting to improve efficiency and reduce repetitive tasks.

Requirements

3–5+ years of hands-on technical support or help desk experience in a corporate or professional services environment
Strong proficiency with Windows operating systems
Solid understanding of networking fundamentals (TCP/IP, DNS, DHCP)
Excellent troubleshooting, problem-solving, and communication skills
Ability to explain technical concepts clearly to non-technical users (attorneys and staff)
Strong troubleshooting across hardware, software, and network issues
Excellent verbal and written communication with a customer-service mindset
Proficiency with Windows operating systems and basic networking
Professional, patient, and detail-oriented approach
Ability to accurately document tickets and solutions

Nice To Haves

CompTIA A+, Network+, or similar certifications
Experience with Active Directory and Office 365 administration
Familiarity with RMM tools
Experience supporting VoIP systems (RingCentral preferred)
Knowledge of cybersecurity best practices and endpoint protection (Bitdefender or similar)
Experience with legal case management platforms (Filevine, NEOs, or equivalent)
Scripting experience (PowerShell or Bash)
Bonus: Experience using or integrating AI tools (e.g., Gemini, Copilot, OpenAI) for automation, scripting, or workflow improvement

Responsibilities

Respond promptly to support requests via phone, email, ticketing system, or in-person
Diagnose and resolve hardware, software, networking, and application issues (desktops, laptops, printers, mobile devices)
Install, configure, and maintain Windows, Office 365, and security software
Document all support activities, solutions, and procedures in the ticketing system
Escalate complex issues efficiently to senior team members
Assist with new equipment deployment, software updates, and small IT projects
Provide clear training and guidance to end-users on best practices and new technologies