Senior IT Support Analyst

Job Description

Job Description

Senior IT Support Analyst

(On-Site Only – Houston, TX)

We are seeking a reliable, experienced Senior IT Support Analyst to join our established law firm in Houston on a full-time, on-site basis. In this role, you will deliver fast, high-quality technical support to attorneys, paralegals, and staff, ensuring our technology infrastructure runs smoothly so the firm can focus on delivering outstanding legal services.You will handle hands-on troubleshooting while also helping the firm adopt modern tools, including AI-assisted automation and scripting to improve efficiency and reduce repetitive tasks.Key Responsibilities:

• Respond promptly to support requests via phone, email, ticketing system, or in-person
• Diagnose and resolve hardware, software, networking, and application issues (desktops, laptops, printers, mobile devices)
• Install, configure, and maintain Windows, Office 365, and security software
• Document all support activities, solutions, and procedures in the ticketing system
• Escalate complex issues efficiently to senior team members
• Assist with new equipment deployment, software updates, and small IT projects
• Provide clear training and guidance to end-users on best practices and new technologies

Minimum Qualifications (Required):

• 3–5+ years of hands-on technical support or help desk experience in a corporate or professional services environment
• Strong proficiency with Windows operating systems
• Solid understanding of networking fundamentals (TCP/IP, DNS, DHCP)
• Excellent troubleshooting, problem-solving, and communication skills
• Ability to explain technical concepts clearly to non-technical users (attorneys and staff)

Preferred Qualifications:

• CompTIA A+, Network+, or similar certifications
• Experience with Active Directory and Office 365 administration
• Familiarity with RMM tools
• Experience supporting VoIP systems (RingCentral preferred)
• Knowledge of cybersecurity best practices and endpoint protection (Bitdefender or similar)
• Experience with legal case management platforms (Filevine, NEOs, or equivalent)
• Scripting experience (PowerShell or Bash)
• Bonus: Experience using or integrating AI tools (e.g., Gemini, Copilot, OpenAI) for automation, scripting, or workflow improvement

Required Skills:

• Strong troubleshooting across hardware, software, and network issues
• Excellent verbal and written communication with a customer-service mindset
• Proficiency with Windows operating systems and basic networking
• Professional, patient, and detail-oriented approach
• Ability to accurately document tickets and solutions

We Offer a Full Benefits Package:

• Medical, Dental, and Vision insurance
• Life Insurance
• 401K
• PTO (Vacation & Sick)
• Paid Holidays, Bonuses & More!