End-User Tech Support Specialist

Gravis Law, PLLC; Austin (TX); On-site; USD 52,000 - 76,000; Full time

Job summary

Gravis Law, PLLC is seeking a Technical Support Analyst to assist internal employees with technical needs and act as an advocate for the end-user experience. The role involves troubleshooting across hardware, software, tablets, and mobile devices, supporting onboarding, and maintaining documentation.

The ideal candidate communicates clearly, explains technical concepts to non-technical users, and coordinates with in-house developers to resolve issues. On-site Austin area preferred.

Qualifications

• Help desk and troubleshooting experience (internally facing preferred).
• Excellent verbal and written communication skills.
• Ability to explain technical material to non-technical users.
• Knowledge of Microsoft Windows, Office, and SharePoint products.

Responsibilities

• Answer calls, chats, and emails from users needing technical support.
• Diagnose and resolve hardware, software, tablets and mobile device issues.
• Provide instruction on technology use to Gravis Law employees and external users.
• Create staff accounts in systems and assist with onboarding locally and remotely.
• Manage inventory and device assignments, locally and nationally.
• Escalate complex issues to the Technology Operations Manager or engineering team.
• Document resolutions and contribute to knowledge base; ensure SLAs are met.
• Monitor and respond to tickets in Zoho Desk or similar system.

Skills

Customer service

Troubleshooting

Windows support

SharePoint

Remote support

Communication

Education

High school diploma/GED

Tools

Zoho Desk

Microsoft Admin Portals

Windows/Microsoft 365

Job description

Gravis Law, PLLC is seeking a Technical Support Analyst to assist internal employees with technical needs and act as an advocate for the end-user experience. The role involves troubleshooting across hardware, software, tablets, and mobile devices, supporting onboarding, and maintaining documentation.

The ideal candidate communicates clearly, explains technical concepts to non-technical users, and coordinates with in-house developers to resolve issues. On-site Austin area preferred.