Level II IT Support Analyst – Windows & VoIP

Sidley Austin LLP; Houston (TX); On-site; USD 71,000 - 90,000; Full time

Job summary

Sidley Austin LLP is seeking a User Support Analyst in Texas to deliver Level II hardware and software assistance. You will troubleshoot Windows 11 PCs, VoIP telephony, imaging, smartphones, and Microsoft Office, while maintaining accurate asset records.

This role requires strong communication, organization and problem-solving skills, plus experience with ITSM, Citrix remote access, SCCM, Intune, and vendor coordination. A bachelor’s degree or equivalent experience is required.

Qualifications

• Experience supporting Windows-based computers, incl. Windows 11.
• Experience with VoIP telephony solutions.
• Experience with enterprise imaging for Windows.
• Experience supporting smartphones (iPhone/Android).
• Experience with Microsoft Office and remote access tech (Citrix).
• Familiarity with Adobe Acrobat and document management (NetDocuments).
• Experience with Cisco Telephony, Microsoft Intune and SCCM.

Responsibilities

• Provide Level II hardware and software support.
• Resolve user inquiries via active listening and service excellence.
• Perform imaging, post-image configuration, maintenance and printer troubleshooting.
• Coordinate hardware moves, changes and exchanges.
• Support telephones, handsets and base units.
• Assist with hardware/software upgrades and office moves.
• Manage and process hardware warranty claims with vendors.
• Document user requests and incidents in ITSM system.

Skills

Interpersonal communication

Analytical thinking

Problem solving

Attention to detail

Organizational skills

Education

Bachelor’s degree or equivalent work experience

Tools

Windows 11

VoIP technology

Citrix Remote Access

Imaging solutions

Microsoft Office

Adobe Acrobat

NetDocuments

Cisco Telephony

Microsoft Intune

SCCM

Job description

Sidley Austin LLP is seeking a User Support Analyst in Texas to deliver Level II hardware and software assistance. You will troubleshoot Windows 11 PCs, VoIP telephony, imaging, smartphones, and Microsoft Office, while maintaining accurate asset records.

This role requires strong communication, organization and problem-solving skills, plus experience with ITSM, Citrix remote access, SCCM, Intune, and vendor coordination. A bachelor’s degree or equivalent experience is required.