Technical Support Analyst (Dallas)

Munsch Hardt Kopf & Harr • Dallas, TX

3d • Hybrid

About The Position

The Technical Support Analyst plays a key role in ensuring the Firm’s technology systems operate efficiently and effectively. This hybrid position combines remote and in-office work to support attorneys and staff with day-to-day technical needs, including hardware and software issues, system upgrades, and audio/visual needs. The Analyst proactively maintains the desktop computing environment and provides support in a fast-paced professional setting, requiring excellent communication, professionalism, customer service, and troubleshooting across various platforms.

Requirements

• At least 2 years of experience in a technical support role.
• Strong knowledge of M365, Microsoft Office 2019 Desktop, and Windows 11 OS.
• Working knowledge of iOS/Android devices and mobile device management and troubleshooting.
• Ability to troubleshoot and support desktop and laptop hardware, printers, and peripherals.
• Excellent communication, interpersonal, and customer service skills, with the professionalism, discretion, and demeanor to interact effectively with attorneys, staff, and clients.
• Ability to lift up to 50 lbs., move equipment, work in various physical positions including under desks, and navigate the office to support users at individual workstations.
• Strong attention to detail and ability to prioritize tasks and work independently or as part of a team.
• Ability to independently manage assigned tickets and projects with minimal supervision while maintaining quality and timeliness.
• Strong technical research skills to help resolve issues promptly.
• Regular, predictable attendance; business casual dress; professional demeanor; and regular availability for work assignments and responsibilities.
• Flexibility in work hours to support business needs and provide coverage during team member absences.
• Flexibility and availability to provide after-hours support on a 7-day on-call rotation.

Nice To Haves

• Experience in a law firm or professional services environment.
• Familiarity with legal software such as NetDocuments, Litera tools, or Carpe Diem, or with other timekeeping software.

Responsibilities

• Serve as the first point of contact for technical support issues via phone, email, chat, and in person.
• Diagnose and resolve desktop, laptop, mobile device, printer, and software issues, escalating as needed under internal procedures.
• Maintain and document support requests and resolutions in the ticketing system.
• Provide day-to-day support and troubleshooting for meetings using audio/visual systems, including Zoom Room and conference setups.
• Participate in system upgrades, hardware rollouts, and software deployments.
• Manage inventory of desktop equipment, loaner devices, and related peripherals.
• Support account administration, including Active Directory, SCCM, Exchange, and print services.
• Perform computer imaging.
• Provide after-hours support through an on-call rotation and work occasional overtime as needed to meet business needs.
• Follow established IT procedures and contribute to documentation improvements.
• Adhere to Firm policies and procedures outlined in the Firm Handbooks.
• Travel occasionally to other Firm offices when requested.

What This Job Offers

• Job Type: Full-time
• Education Level: No Education Listed