Office Technology Support Analyst

Job Title: Office Technology Support Analyst Job Description The Office Technology Support Analyst provides high‑touch, white glove technology support to users in a fast‑paced, high‑pressure legal environment. This role supports the Houston office while collaborating closely with technology teams in other locations to deliver seamless IT, software, hardware, AV, and telephone support. The position suits a hardworking, service‑oriented IT professional who wants to deepen their technical expertise and become an integral part of a global technology support function. Responsibilities Provide first‑line and in‑person IT support to users via email, telephone, ticketing system, and desk‑side visits, ensuring a professional and responsive experience. Respond promptly and effectively to user inquiries, troubleshooting hardware, software, network, AV, and telephone issues to minimize downtime. Prioritize and manage IT support requests for all users, ensuring expedited resolution and personalized, white glove service. Develop and maintain strong relationships with VIP users, understanding their specific needs and preferences to deliver tailored IT solutions. Offer proactive IT maintenance and support to prevent issues before they occur, providing immediate on‑site or remote assistance when needed. Coordinate with other departments and technology teams to ensure users have seamless access to all technology‑related services and that confidential information is handled securely. Diagnose and resolve technical issues related to desktops, laptops, operating systems, applications, peripherals, and handheld devices. Escalate complex issues to appropriate support teams and third‑level support, working with management to ensure timely and effective resolution of escalations. Prioritize support tickets and keep users informed of the status and progress of their requests. Maintain accurate and detailed records of all service desk interactions, including issue descriptions, troubleshooting steps, investigations, and resolutions. Leverage knowledge base articles and departmental documentation to identify and apply effective solutions to recurring issues. Participate in local and global team meetings, training sessions, and service improvement initiatives to enhance support quality and consistency. Assist with planning, scheduling, and executing computer equipment installations, imaging, upgrades, and migrations, escalating user requests and problem trends when appropriate. Assist in planning and delivering training workshops to improve user skills in specific areas of IT based on support call trends and common issues. Help maintain and manage inventory of all IT stock, including laptops, desktops, phones, mobile devices, printers, and desktop‑based peripherals. Support office moves by assisting with the removal, relocation, and setup of computer hardware and software. Set up, configure, and troubleshoot AV equipment for meetings, conferences, and events, and assist users in operating AV systems, providing guidance and real‑time troubleshooting. Collaborate with third‑level support teams to diagnose and resolve escalated technical issues. Adapt to changing schedules and provide support during different shifts within normal business hours, as well as occasional after‑hours and weekend coverage based on office or departmental priorities. Perform other related duties and ad‑hoc projects as assigned by local or global technology support management. Essential Skills 2 to 4 years of relevant IT support experience in a corporate environment, with at least 3 to 5 years of desktop support strongly preferred. Associate’s degree or completion of at least 2 years of college coursework. Proficiency with the latest version of Office 365, including Outlook, Word, PowerPoint, and Excel. Strong troubleshooting skills with Windows operating systems, including Windows11, and related desktop environments. Ability to configure, install, and maintain PC operating systems and related devices. Experience supporting laptops, desktops, and PC peripherals, including strong hardware troubleshooting skills. Experience supporting handheld and mobile devices and associated software, including mobile device management (MDM), ideally Intune. Knowledge of Document Management Systems (DMS), such as iManage. Familiarity with collaboration tools such as Microsoft Teams and audio/video software such as Zoom and Teams. Ability to effectively present information verbally and in writing to users at all levels. Strong attention to detail and accuracy in documentation and issue resolution. Proven ability to work collaboratively in a team environment and coordinate with multiple stakeholders. Ability to follow instructions furnished in written, oral, or diagram form and translate them into effective actions. Demonstrated ability to work in a fast‑paced environment and consistently meet or exceed deadlines. Strong customer service orientation and the ability to interact confidently and professionally with senior leadership and VIP users, providing white glove service. Excellent communication skills, including clear, courteous, and user‑friendly interactions. Schedule flexibility to work different shifts within normal business hours and to provide after‑hours and weekend support when required. Additional Skills & Qualifications CompTIAA+ and Network+ certifications preferred. Experience with Publisher and PDF software such as Nuance(Kofax) and Adobe AcrobatPro. Experience with video conferencing technologies and AV systems, including setup, configuration, and troubleshooting, is a strong plus. Experience working in a legal or professional services environment is highly beneficial. Exposure to Intune or similar MDM platforms for managing mobile devices and endpoints. Comfort working with bleeding‑edge and modern enterprise technologies. Ability to lead or assist with user training sessions and workshops on IT tools and best practices. Strong organizational skills for managing inventory, tracking assets, and maintaining accurate records. Demonstrated adaptability to evolving technology, processes, and business needs. Pay and Benefits Pay range: $28.00 – $31.00 per hour. Medical, dental & vision coverage. Critical Illness, Accident, and Hospital plans. 401(k) Retirement Plan – pre‑tax and Roth post‑tax contributions available. Life Insurance (voluntary life & AD&D for employee and dependents). Short‑term and long‑term disability coverage. Health Spending Account (HSA). Transportation benefits. Employee Assistance Program. Paid time off/leave (PTO, vacation or sick leave). Work Environment This role is fully onsite in the Houston office, supporting approximately 150 users alongside one other support technician. The environment is high pressure and fast paced, reflecting the demands of a leading legal practice. The standard workweek is 37.5 hours, with core coverage typically between 8:30a.m. and 6:00p.m.; schedules may vary. Flexibility is essential, and the role involves hands‑on work with desktops, laptops, mobile devices, AV systems, video conferencing tools, Office365, Windows11, Intune or other MDM solutions, and legal‑specific systems such as document management platforms. The office environment is professional and client‑focused, with an emphasis on responsiveness, discretion, and high‑quality service. Job Type & Location Contract to Hire position based out of Houston, TX. Equal Opportunity Employer Statement The company is an equal opportunity employer and will consider all applications without regard to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law. #J-18808-Ljbffr