User Support Analyst (Legal Exp. Needed)

Title: User Support Analyst (Legal Exp. Needed)

Duration: Full-time

Location: Houston, TX

Salary Range: $70-100k

Work model: Onsite

No C2C or 3rd Party Candidates at this time.

Work Experience:

Minimum of 5+ years of experience delivering IT support within a structured, team-oriented environment, preferably within an AmLaw firm, legal services organization, or similarly regulated professional services environment.

Experience supporting enterprise desktop environments, including Windows, Mac OS, and mobile platforms utilized by attorneys, paralegals, and legal support staff.

Hands-on experience administering and supporting Active Directory within enterprise legal infrastructures.

Demonstrated experience supporting legal technology platforms, including document management systems such as NetDocuments or iManage, and legal timekeeping/billing systems such as Intapp or equivalent.

Proven experience providing white-glove support to attorneys, partners, and executive leadership in fast-paced, client-driven environments where responsiveness and discretion are critical.

Familiarity with litigation support tools, eDiscovery workflows, and legal application ecosystems is preferred.

Skills:

Advanced proficiency in troubleshooting Microsoft Office 365 applications, including Outlook, Word, Excel, and Teams, within a high-demand legal environment.

Strong experience managing user accounts, permissions, and group policies within Active Directory, ensuring alignment with firm security and compliance standards.

Working knowledge of legal document management systems (DMS), including document versioning, ethical walls, and matter-centric file organization.

Experience supporting Cisco IP telephony systems, voicemail platforms, and extension mobility within legal office environments.

Familiarity with videoconferencing and collaboration tools such as Zoom and Microsoft Teams, including support for client calls, depositions, arbitrations, and cross-office legal meetings.

Experience imaging, deploying, and configuring desktops and laptops in accordance with standardized legal IT build and security requirements.

Experience installing, relocating, and troubleshooting printers, including multi-function devices used for legal document production and scanning.

Exposure to SCCM, Citrix XenApp, Microsoft Terminal Services, VMware Horizon, or similar remote access technologies supporting secure legal workflows.

Familiarity with endpoint security tools such as Microsoft Defender, GlobalProtect, and data protection measures required for handling confidential client information.

Experience utilizing ITSM or help desk ticketing systems to manage incident tracking, prioritization, and resolution within SLA-driven environments.

Strong troubleshooting, root cause analysis, and documentation skills with attention to legal audit and compliance requirements.

Exceptional communication skills with the ability to interact professionally with attorneys, partners, and high-profile clients in sensitive and time-critical scenarios.

Responsibilities:

Provided second-level technical support for escalated service desk incidents, performing detailed troubleshooting, root cause analysis, and coordinating with infrastructure, application, and engineering teams as necessary within a legal operations framework.

Delivered high-touch, white-glove support to attorneys, partners, and legal staff, ensuring minimal disruption to client matters, court deadlines, and billable work.

Supported legal collaboration technologies by conducting pre-meeting system checks, troubleshooting audio/video issues, and ensuring successful execution of video conferences, depositions, and multi-office client meetings.

Assisted IT training initiatives by supporting onboarding sessions and educating new hires on firm-standard legal applications, document management systems, and compliance practices.

Participated in firmwide technology initiatives, including workstation refreshes, infrastructure upgrades, and after-hours maintenance activities to support continuous legal operations and minimize business disruption.

Performed imaging, configuration, and deployment of desktops and laptops in accordance with legal IT standards, security policies, and client data protection requirements.

Installed and configured IP telephony systems and provided support for printer setup, relocation, and troubleshooting, including devices critical to legal document handling.

Executed routine firmware and system updates to maintain compliance with internal security protocols, regulatory requirements, and client confidentiality standards.

Maintained asset management processes, including hardware inventory tracking, asset tagging, and lifecycle management, ensuring accountability and audit readiness.

Coordinated the provisioning and tracking of loaner equipment for attorneys and staff, ensuring uninterrupted productivity during hardware transitions.

Delivered exceptional customer service with a strong sense of urgency, professionalism, and discretion, recognizing the time-sensitive and confidential nature of legal work.

Maintained flexibility to support after-hours work, on-call responsibilities, and urgent requests associated with trials, filings, and other critical legal deadlines.

All qualified applicants will receive consideration for employment without regard to race, color, national origin, age, ancestry, religion, sex, sexual orientation, gender identity, gender expression, marital status, disability, medical condition, genetic information, pregnancy, or military or veteran status. We consider all qualified applicants, including those with criminal histories, in a manner consistent with state and local laws, including the California Fair Chance Act, City of Los Angeles' Fair Chance Initiative for Hiring Ordinance, Los Angeles County Fair Chance Ordinance, and San Francisco Fair Chance Ordinance.