IT User Support Analyst

Consultative Search Group; Houston (TX); On-site; USD 50,000 - 70,000; Full time

Job summary

Consultative Search Group is seeking a User Support Analyst for their Houston office. The ideal candidate will have experience in providing software and hardware support, managing video conferencing technology, and participating in technology deployment projects. Successful candidates will demonstrate exceptional customer service and analytical skills.

The role requires a minimum of 5 years' experience in a team-oriented IT environment, with knowledge of MS Office 365, Windows 11, and troubleshooting various hardware models.

Qualifications

• Minimum of 5 years software and hardware experience in IT.
• Advanced troubleshooting knowledge of MS Office 365 and Windows 11.
• Experience with help desk ticketing systems.

Responsibilities

• Provide second-level support on escalated issues.
• Assist the videoconference team with setup.
• Image computers and configure IP telephones.

Skills

Customer service and solution focus

Analytical and technical troubleshooting

Communication skills

Time management and multitasking

Education

Four-year degree or equivalent

Tools

MS Office 365

Windows 11

Active Directory

Zoom

Cisco IP Phones

Job description

A global law firm has an immediate opening for a User Support Analyst in the Houston office. With approximately 850 lawyers on three continents, more than 80 practice and industry service areas, and strong cultural ties to its 17 locations, our client is a global law firm with a local feel. At the core, you’ll find a dedication to excellence, a drive to lead and innovate, and a deep sense of civic responsibility.

Responsibilities include:

• Provide second-level support on escalated issues from the Help Desk, ability to elevate problems to Analysts, Programmers, Operations or Engineers when necessary, assisting with information gathering and problem solving of escalated hardware and software support issues.
• Assist the videoconference team with video and sound checks before meetings, bridging complex multi-location meetings, and provide support for collaboration technologies in the office, such as Zoom and Teams.
• Assist IT Training Team with conducting new hire training, as necessary.
• Participate in projects to deploy new technology, such as PC upgrades, and special events, such as server room maintenance. These projects often take place on the weekends or after hours.
• Image computers, configure IP telephones, move and install printers.
• Install routine firmware updates on computers and docking stations.
• Perform asset tagging and hardware inventory maintenance, including the preparation of loaning of computer equipment.

Qualifications:

• Minimum of 5 years software and hardware experience in a team-oriented IT structure.
• Experience with various models of desktops/laptops/iPad/iPhone/MAC, HP, Canon and Xerox printers, installing, moving and configuring computer and telephone hardware is preferred.
• Must have advanced knowledge and experience troubleshooting MS Office 365 Suite, Windows 11 in a wired/wireless network environment, Active Directory, NetDocuments or other document management system, Intapp Time, internet, intranet, telephone, voicemail/Cisco Systems/Cisco IP Phones, Extension Mobility, email, and proprietary applications.
• Prefer experience with setting up videoconferences, understanding video bridging, and technical-level understanding of collaboration technologies, such as Zoom and Teams.
• Prefer experience with delivering presentations, public speaking, or training classes.
• Knowledge of Microsoft SCCM, Citrix XenApp, Microsoft Terminal Services, VMware Horizon, and other remote access technologies are preferred.
• Microsoft Windows Defender, GlobalProtect, and other personal firewall software experience is preferred.
• Experience with using help desk ticketing systems is preferred.
• Microsoft A+ certification is a plus.
• A four-year degree or equivalent preferred.

Successful candidates will also possess the following:

• Exceptional customer service and solution focus
• Strong analytical and technical troubleshooting skills
• Excellent written and verbal communication skills
• Strong work ethic, attention to detail and punctuality
• Creativity and an ability to collaborate with others effective collaboration skills.
• A sense of urgency for incident resolution
• An ability to multitask and prioritize in a fast-paced environment.
• The ability to work under minimal local supervision, independently, and as a member of a project team.
• Experience communicating with senior or executive-level managers.
• An ability to adjust the work schedule as needed for on-call support or overtime.