IT Support Analyst II - Onsite in Houston

Blank Rome Government Relations LLC; Houston (TX); Presencial; USD 70.000 - 85.000; Jornada completa

Descripción de la vacante

Blank Rome is seeking an IT Support Analyst (Level 2) for its Houston office. You will assist Help Desk Technicians, escalate complex issues, and coordinate with Level 3 engineers to resolve incidents, ensuring timely updates per SLAs.

You will maintain documentation, support application deployments, and coordinate video conferencing and data center tasks. On-site presence five days a week is required, reporting to the User Support and Conferencing Technology Manager.

Formación

• 5+ years of experience in information systems.
• 5+ years in an IT call center environment.
• Experience in a legal environment or professional services preferred.
• Knowledge of software, hardware, and data center infrastructure.

Responsabilidades

• Respond to requests for technical assistance in person, by phone, and electronically.
• Diagnose and resolve hardware, software, VoIP, and smartphone issues.
• On-site liaison with technology vendors and appointments.
• Set up, test, and deliver meetings and conferences in-office.
• Log all help desk interactions in the ticketing system and follow up with users.
• Mentor junior team members in troubleshooting, customer service and documentation.

Conocimientos

ITIL knowledge

Customer service

Communication skills

Problem solving

Multitasking

Herramientas

ServiceNow

Microsoft Office

Web conferencing tools

Descripción del empleo

Blank Rome is seeking an IT Support Analyst (Level 2) for its Houston office. You will assist Help Desk Technicians, escalate complex issues, and coordinate with Level 3 engineers to resolve incidents, ensuring timely updates per SLAs.

You will maintain documentation, support application deployments, and coordinate video conferencing and data center tasks. On-site presence five days a week is required, reporting to the User Support and Conferencing Technology Manager.