Senior OTS Analyst

Simpson Thacher & Bartlett•Houston, TX

3d•Onsite

About The Position

The Senior Office Technology Support Analyst provides comprehensive operational and strategic IT service to the Houston office of Simpson Thacher & Bartlett LLP. The position supports office technology and infrastructure and delivers responsive, high-quality service to end users, including VIPs. The role requires on-site presence five days per week and may require up to two weeks of travel to Dallas on a monthly basis.

Requirements

Four to five or more years of experience providing direct IT support to customers; law firm experience is preferred.
Four to five or more years of experience configuring, installing, and maintaining PC operating systems and related hardware devices.
Demonstrable knowledge of telecom systems and audiovisual equipment.
Ability to present information effectively verbally and in writing.
Superior judgment and discretion in handling confidential information.
Ability to interact professionally with people at all levels and across departments.
Ability to work independently, manage multiple priorities, analyze needs, and implement solutions in a high-pressure environment.
Strong attention to detail.
White-glove customer service experience.
Flexibility and willingness to work additional hours as needed.
Prior experience in a professional services environment.

Nice To Haves

CompTIA A+ and Network+ certifications.
ITIL V4 certification.
Experience in a regional office of a global law firm.

Responsibilities

Support office IT infrastructure, computer equipment and peripherals, printers, audiovisual equipment, telephones, and mobile devices.
Provide white-glove customer service to end users, with particular attention to VIPs.
Report IT service issues to Global IT leaders and the Director of Administration.
Collaborate with global teams and other IT departments to deliver a secure, evolving, and reliable IT experience.
Respond to user inquiries and troubleshoot hardware, software, network, audiovisual, and telephone issues.
Keep current with IT developments, trends, and industry updates.
Maintain accurate records of Service Desk interactions and help ensure interaction details are captured concisely and accurately.
Create, maintain, and review knowledge base articles and departmental documentation.
Participate in and contribute to local and global team meetings.
Assist with and coordinate the planning, scheduling, and execution of computer equipment installations, office moves, imaging, and upgrades.
Help maintain inventories and stock of computers, printers, mobile devices, and desktop IT peripherals.
Set up, coordinate, configure, and troubleshoot audiovisual equipment for meetings, conferences, and events.
Coordinate off-site technology setups, including partner retreats, conferences, events, and home setups.
Perform other duties as assigned.