Office Technology Support Analyst

Description The Office Technology Support (OTS) Analyst supports the Houston office and works in conjunction with other offices to support all Firm employees. The OTS department manages the Firm’s user IT, software, hardware, AV, and telephone support, providing a white glove service for the Firm’s local users. This role requires a hardworking, dedicated professional looking to expand their IT knowledge and become an integral part of a technology support service. Essential Job Duties & 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 that users have seamless access to all technology-related services and that their confidential information is securely handled. Diagnose and resolve technical issues relating to desktop and laptops, various 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 query. Maintain accurate records of all service desk interactions including issue descriptions, troubleshooting, investigative 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 effectively escalating user requests, problem trends and business need 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 keep inventory of all stock including but not limited to laptops, desktops, phones, mobile devices, printers, and all 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. Any other ad‑hoc duties/projects as required by the Houston or global OTS management team. Work with 3rd level support diagnosing and troubleshooting escalated issues. Must have schedule flexibility to work different shifts during normal business hours and occasional after‑hours and weekend support when required by Firm, office or department priorities. Perform other duties as needed. Education Required: Associate’s degree or 2 years of college courses 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 fast‑paced environment, meet and exceed deadlines. Proficiency in latest version of Office 365 (e.g., Outlook, Word, PowerPoint, Excel). Knowledge of Document Management Systems (DMS) (e.g., iManage). Knowledge of Publisher, PDF software (e.g., Nuance (Kofax), Adobe Pro), collaboration software (e.g., MS Teams) and audio and video software (e.g., Zoom/Teams) preferred. Strong customer service skills and ability to interact with upper management, providing white glass 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 trouble‑shooting skills. Windows OS, MS Office, hardware, laptops, mobile devices, Intune, Teams, iManage, video conferencing, legal experience. Additional Skills & Qualifications The role is onsite 5 days a week. Candidates must be willing to work between 8:30 am - 6 pm. It is a 37.5 hour work week. So they may work 8:30 - 5 pm with an hour of unpaid lunch. The key is flexibility. Candidates must be willing to work after hours and weekends when needed. Experience Level Expert Level Job Type & Location This is a Contract to Hire position based out of Houston, TX. Pay And Benefits The pay range for this position is $28.00 - $31.00/hr. Eligibility Requirements Apply To Some Benefits And May Depend On Your Job Classification And Length Of Employment. Benefits Are Subject To Change And May Be Subject To Specific Elections, Plan, Or Program Terms. If Eligible, The Benefits Available For This Temporary Role May Include The Following: Medical, dental & vision Critical Illness, Accident, and Hospital 401(k) Retirement Plan – Pre‑tax and Roth post‑tax contributions available Life Insurance (Voluntary Life & AD&D for the employee and dependents) Short and long‑term disability Health Spending Account (HSA) Transportation benefits Employee Assistance Program Time Off/Leave (PTO, Vacation or Sick Leave) Workplace Type This is a fully onsite position in Houston, TX. Application Deadline This position is anticipated to close on Jun 16, 2026. Equal Opportunity & Legal Disclosures 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. San Francisco Fair Chance Ordinance: Pursuant to the San Francisco Fair Chance Ordinance, for all positions located in the city and county of San Francisco, we will consider for employment qualified applicants with arrest and conviction records. Massachusetts Lie Detector: It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability. #J-18808-Ljbffr TEKsystems