Office Technology Support Analyst

Company Overview Simpson Thacher & Bartlett LLP is one of the world’s leading international law firms. The Firm was established in 1884 and has approximately 2,000 lawyers. Headquartered in NewYork with offices in Beijing, Boston, Brussels, HongKong, Houston, London, LosAngeles, Luxembourg, PaloAlto, SanFrancisco, SãoPaulo, Tokyo and Washington, D.C., the Firm provides coordinated legal advice and transactional capability to clients around the globe. The Office Technology Support (OTS) Analyst supports the Houston office and works in conjunction with other offices to support all Firm employees. Responsibilities Provide assistance by liaising with clients via email, telephone, ticketing system or in person as needed. Respond promptly and effectively to user inquiries, troubleshooting hardware, software, network, AV and telephone issues. Prioritize and manage IT support for all Firm employees, ensuring expedited resolution and personalized service. Develop and maintain strong relationships with VIPs, understanding their specific needs and preferences to provide tailored IT solutions. Offer proactive IT maintenance and support for all Firm employees to prevent issues before they occur and provide immediate on‑site or remote assistance when needed. Coordinate with other departments to ensure seamless access to all technology‑related services and secure handling of confidential information. Diagnose and resolve technical issues relating to desktops, laptops, operating systems, applications, peripherals and handheld devices. Escalate calls to the appropriate support teams with the assistance of the OTS Manager and maintain visibility to ensure efficient resolution of all escalations. Prioritize support requests and keep clients informed of the status of their queries. Maintain accurate records of all service desk interactions, including issue descriptions, troubleshooting steps taken and resolution details. Utilize knowledge base articles and departmental documentation to find solutions. Participate in team meetings, training sessions and service‑improvement sessions both locally and globally. Assist with the planning, scheduling and execution of computer equipment installations, imaging, upgrades and the effective escalation of user requests, problem trends and business needs where required. Assist with planning and leading training workshops designed to increase skills in specific areas of IT based on support‑call trends. Help maintain and track inventory of all stock, including but not limited to laptops, desktops, phones, mobile devices, printers and desktop‑based IT peripherals. Assist with the removal and set‑up of computer hardware and software as part of office moves. Assist with the setup, configuration and troubleshooting of AV equipment for meetings, conferences and events. Assist users in operating AV equipment, providing guidance and troubleshooting as needed. Perform any other ad‑hoc duties or projects as required by the Houston or global OTS management team. Work with 3rd‑level support in diagnosing and troubleshooting escalated issues. Maintain schedule flexibility to work different shifts during normal business hours and occasional after‑hours or weekend support when required by Firm, office or department priorities. Perform other duties as needed. Education and Requirements Education Required: Associate's degree or equivalent working experience. Preferred: CompTIA A+, Network+. Skills and Experience 2 to 4 years of relevant experience required. Ability to effectively present information verbally and in writing. Strong attention to detail. Must be able to work collaboratively in a team environment. Ability to carry out instructions furnished in written, oral or diagram form. Ability to work in a fast‑paced environment, meet and exceed deadlines. Proficiency in the latest version of Office365 (e.g., Outlook, Word, PowerPoint, Excel). Knowledge of Document Management Systems (DMS) (e.g., iManage). Knowledge of Publisher, PDF software (e.g., Nuance (Kofax), AdobePro), collaboration software (e.g., MSTeams) and audio‑video software (e.g., Zoom/Teams) preferred. Strong customer‑service skills and the ability to interact with upper management, providing white‑glove service. Ability to configure, install and maintain PC operating systems and related devices. Experience supporting handheld devices and associated software and devices. Strong hardware/PC peripheral troubleshooting skills. Salary Information The actual salary offered will depend on a variety of factors, including qualifications, years of experience, education, certifications, and location. The role is non‑exempt and eligible for overtime pay. Simpson Thacher will not sponsor applicants for work visas for this position. EEO Statement SimpsonThacher &BartlettLLP is committed to a collegial work environment in which all individuals are treated with respect and dignity. The Firm prohibits discrimination or harassment based upon race, color, religion, gender, gender identity or expression, age, national origin, citizenship status, disability, marital or partnership status, sexual orientation, veteran’s status or any other legally protected status. This Policy pertains to every aspect of an individual’s relationship with the Firm, including but not limited to recruitment, hiring, compensation, benefits, training and development, promotion, transfer, discipline, termination, and all other privileges, terms and conditions of employment. #J-18808-Ljbffr Simpson Thacher