IT Support Analyst – Downtown Houston – ONSITE
Elite international law firm is hiring an IT Support Analyst for their Houston office of corporate/transactional attorneys. Firm offers substantial salary with excellent benefits.
The Support Analyst will have a minimum of two year's experience in supporting end user equipment in a high volume corporate or law firm environment. The Support Analyst provides technical support for the business and for end user devices, both hardware/software, including PCs, laptops, IP telephones, and mobile devices.
Responsibilities
- Field incoming help requests from end users via telephone and e-mail in a courteous manner
- Ensure all requests from users are logged and escalation procedures are followed
- Maintain problem status/resolution information in ticketing database
- Ensure SLAs are met by reviewing the Help Desk inbox and tickets
- Escalate issues and collaborate with the appropriate IT teams to find resolutions
- Update Help Desk knowledge base with accurate and up-to-date information
- Troubleshooting problems with Windows based workstations, custom applications, email, network and peripheral equipment
- Troubleshoot Android and Apple iOS software issues
- Maintain expert level knowledge of the platform’s operating systems, standard applications, and computer hardware solutions
- Work overtime as required
- Perform other duties as assigned
Qualifications
- College degree required in a technology discipline (preferred)
- Two years' professional experience supporting end user equipment in a high volume corporate or law firm environment
- Must have excellent customer service skills, communication skills and be a team player
- Must possess a solid understanding of PC hardware/peripheral devices, Active Directory, standard operating systems (Windows 7/10) and Microsoft Office applications
- Experience supporting mobile technologies iOS and Android