On-Site IT Support Analyst

Wilson Elser - Attorneys; Georgia; On-site; USD 70,000 - 80,000; Full time

Benefits offered by this job

401(k) match

Paid time off

Medical, dental, vision

Job summary

Wilson Elser is hiring an On-Site IT Support Analyst in our Houston office to provide resident technology support for attorneys and staff. The role requires troubleshooting hardware, software, and peripheral issues, and delivering white-glove, concierge-level service in a fast-paced environment.

Candidates should have a minimum of 2 years in technical IT support, 3+ years in ITSM/ITIL environments, strong communication, and relevant certifications (CompTIA A+/Network+/MCDST or HDI).

Qualifications

• Minimum 2 years in technical support for IT hardware, software and peripherals.
• Experience in ITSM/ITIL environments (3+ years).
• Excellent verbal and written communication skills; customer-centric service.
• Certifications in CompTIA A+, CompTIA Network+, or MCDST, HDI Support Center Analyst; ITIL4 preferred.
• Bachelor's degree in CS or related field or equivalent experience.

Responsibilities

• Imaging and deploying computer equipment for onboarding.
• Asset tracking of equipment from departed users.
• Provide on-site video conferencing and AV support.
• Install, configure, and troubleshoot software including Office and DMS.
• Coordinate user requirements with regional teams and IT peers.
• Build relationships with attorneys and staff, delivering concierge-level service.
• Record and manage tickets for hardware/software requests and incidents.
• Adhere to change management processes and participate in special projects.

Skills

Windows 10/11

Office 365

Active Directory

Azure AD

Zoom Rooms

Microsoft Teams

Remote Access

VDI

Telephony

Imaging & BIOS

LAN / SD-WAN

ITSM

ITIL

CompTIA A+

CompTIA Network+

MCDST

HDI Support Center

Education

Bachelor's degree in Computer Science, Information Technology, or related field

Tools

Active Directory tooling

Azure AD tooling

Video Conferencing Platforms

Enterprise IT Tools

Job description

AtWilson Elser, we are redefining what it means to work at a national law firm. With more than 1,400 attorneys across 46 offices nationwide, we are recognized among the top 100 law firms by The American Lawyer and ranked #36 in the National Law Journal’s survey of the nation’s largest law firms.

Our continued success is built on a culture of collaboration, innovation, client service, and mutual respect. We are committed to fostering an environment where employees are empowered to grow their careers, contribute meaningfully, and thrive professionally.

Our firm is committed to attracting and retaining professionals who value each other and the service we provide by embracing Teamwork, Collaboration, Client Service, and Innovation. If you are a motivated professional looking for a long-term fit where you can grow in a role, and will be valued and empowered, we are hiring an On-Site IT Support Analyst in our Houston office.

This position is a full-time on site position.

The Position

This role provides on-site technology support to our attorneys and staff in an assigned office location. Acting as a resident technology support expert, it is expected for this role to properly troubleshoot and resolve hardware, software, and peripheral issues reported by all personnel working at that assigned office location. As a local representative of Wilson Elser’s national IT department, the ideal candidate thrives on working in a fast-paced, growing environment and has the ability to provide white-glove, concierge-level services while juggling multiple demands.

Key Responsibilities:

• Understand and execute standard operating procedures for imaging and deploying computer equipment for onboarding new hires.
• Collect and track equipment from departed end users following standardized asset tracking procedures.
• Provide support for video conferencing and related A/V on-site systems.
• Install, configure, and troubleshoot software, including document management, Microsoft office applications, remote conferencing tools, and financial systems.
• Coordinate user requirements with regional supervisors, management, and other IT teams.
• Build service-based relationships with the attorneys and staff, while utilizing exceptional customer service skills.
• Collaborate with other team members on tasks or requests, in an efficient and expeditious manner.
• Evaluate and record tickets for ongoing requests for new hardware, software installations, and incidents reported by end users within your assigned office.
• Adhere to organizational change management processes.
• Perform special duties, tasks, or projects, as required.

Qualifications

• Minimum 2 years in technical support on IT hardware, software, and desktop peripherals, including but not limited to:
  • Windows 10 & Windows 11 Operating Systems
  • Microsoft Office O365 with a strong acumen in Outlook
  • Desktop client v. web-based applications
  • Active Directory & Azure AD
  • Zoom Rooms & Microsoft Teams
  • Desktop Driver Controls
  • All-in-One Monitors
  • VPN, Remote Access, & Cloud Network Access
  • Virtual Desktop Environments and Functions
  • Cloud & On-Prem Telephony functions
  • Desktop imaging & BIOS controls
  • LAN and SD-WAN support
• Minimum 3 years working in ITSM and ITIL environments.
• Self-starter with the ability to manage own time effectively and work autonomously.
• Ability to lift and move items up to 50 lbs.
• Ability to travel throughout the region, if needed.
• Experience working in an environment that promotes active listening, transparency, and customer-centric service.
• Experience in system operations and/or administration a plus.
• Prior law firm experience a big plus.
• Strong analytical and problem-solving skills.
• Excellent verbal and written communication skills.
• Certifications in CompTIA A+, CompTIA Network+, or MCDST, HDI Support Center Analyst.
• ITIL4 certification preferred (in-house training is available).

Education

• Bachelor’s degree in Computer Science, Information Security, or other related field. Or equivalent work experience.
• Certifications in CompTIA A+, CompTIA Network+, or MCDST, HDI Support Center Analyst, or ITIL preferred but not required.

Wilson Elser offers a competitive salary and benefits package designed to support our attorneys both professionally and personally.

A variety of factors are considered in making compensation decisions, including but not limited to experience, education, licensure and/or certifications, geographic location, market demands, other business and organizational needs, and other factors permitted by law. Final salary wages offered may be outside of this range based on other reasons and individual circumstances. This position is considered full-time and therefore qualifies for benefits including 401(k) retirement savings plan, medical, dental, vision, disability, and life insurance. Details of participation in these benefit plans will be provided if an employee receives an offer of employment.

Salary Range:

$70,000—$80,000 USD

Why Should You Apply?

• _ Benefits: Outstanding benefits package, including 401k match and generous PTO plan_
• _ Career Growth: Ample opportunities for professional development and advancement_
• _ Employee Perks: Access to corporate discount plans and other benefits_

Wilson Elser is committed to a collegial work environment in which all individuals are treated with respect and dignity. It is the Firm’s policy that employment will be based on merit, qualifications, and competence. Further, employment decisions will be made without regard to an applicants race, color, age, sex, religion, creed, national origin, ancestry, citizenship, marital status, sexual orientation or preference, gender identity, physical or mental disability, status as a victim of domestic violence, sex offenses, or stalking, past or present service in the uniformed services or application or obligation to serve in the uniformed services, or any other characteristic protected by law.

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California Residents may review our CCPA notice for applicants and employees here.