Senior OTS Analyst

Simpson Thacher & Bartlett LLP; Houston (TX); On-site; USD 90,000 - 110,000; Full time

Job summary

Simpson Thacher & Bartlett LLP seeks an experienced Senior Office Technology Support Analyst to deliver comprehensive IT service in the Houston office. The role requires on-site presence five days per week and may include up to two weeks of travel to Dallas each month.

Responsibilities include handling IT infrastructure, equipment, A/V, and user support with a focus on white-glove service, documentation, and collaboration with global IT teams. Prior law-firm experience is preferred.

Qualifications

• 4-5 years+ of experience providing direct IT support to customers, preferably in a law firm.
• 4-5 years+ of experience in configuring, installing and maintaining PC operating systems and related hardware devices.
• Demonstrable knowledge of various telecom systems and A/V equipment.
• Ability to effectively present information verbally and in writing.
• Must have superior judgment and the ability to deal discreetly with confidential information.
• Ability to interact well and professionally at all levels and departments.
• Ability to self-direct, manage multiple priorities, analyze needs, and implement solutions in a high-pressure environment.
• Strong attention to detail.
• White glove customer service experience.
• Must be flexible and willing to work additional hours as needed.

Responsibilities

• Support all aspects of the IT function within the Houston office, including IT infrastructure, computer equipment and peripherals, printers, A/V, telephones, mobile devices, etc.
• Maintain a high level of white glove customer service support for all end-users, ensuring VIPs are fully supported.
• Provide appropriate reports of IT service issues to Global IT leaders and the Director of Administration.
• Collaborate with global teams and other IT Departments to deliver a secure, evolving IT experience.
• Respond promptly to user inquiries and troubleshoot hardware, software, network, AV and telephone issues.
• Stay current with IT developments and industry updates.
• Maintain accurate records of Service Desk interactions and assist local and global analysts in documenting details.
• Create, maintain and review knowledge base articles and departmental documentation.
• Participate in team meetings locally and globally.
• Coordinate planning, scheduling and execution of computer equipment installations, office moves, imaging and upgrades.
• Maintain inventories of IT peripherals.
• Assist with AV setup for meetings, conferences and events.
• Be the point person for off-site setups including Partner Retreats/Conferences and home setups.
• Perform other duties as assigned.

Skills

IT support

White glove service

Communication

Time management

Attention to detail

Education

Bachelor's degree or technical certifications

Tools

CompTIA A+

Network+

ITIL V4

Job description

Job Summary & Objectives Simpson Thacher & Bartlett LLP is one of the world’s leading international law firms. The Firm was established in 1884 and has approximately 2,000 lawyers. Headquartered in New York with offices in Beijing, Boston, Brussels, Hong Kong, Houston, London, Los Angeles, Luxembourg, Palo Alto, San Francisco, São Paulo, Tokyo and Washington, D.C., the Firm provides coordinated legal advice and transactional capability to clients around the globe. The Senior Office Technology Support Analyst is responsible for providing comprehensive, operational and strategic IT service to the Houston office. Due to the nature of the role, the team is currently requiring on-site presence five days per week. This role may also require up to two weeks of travel to Dallas on a monthly basis.

Essential Job Duties & Responsibilities

• Support all aspects of the IT function within the Boston office, including IT infrastructure, computer equipment and peripherals, printers, A/V, telephones, mobile devices, etc.
• Maintain a high level of white glove customer service support for all end-users in Boston, paying particular attention to the needs and requirements of the office’s VIPs ensuring they are fully supported
• Provide appropriate reports of IT service issues to Global IT leaders and the Director of Administration
• Collaborate with global teams and other IT Departments where required to deliver a secure, evolving and reliable IT experience for all end-users
• Respond promptly and effectively to user inquiries, troubleshooting hardware, software, network, AV and telephone issues
• Keep abreast of the latest development and trends within IT and keep up to date with technological and industry updates
• Maintain accurate records of all Service Desk interactions and assist local and global analysts in making sure these details are captured concisely and accurately
• Create, maintain and review knowledge base articles and departmental documentation
• Participate and contribute in team meetings locally and globally
• Assist with and coordinate the planning, scheduling and execution of computer equipment installations, office moves, imaging and upgrades where required
• Help maintain inventories and all stock including but not limited to; laptops, desktops, printers, mobile devices, printers and all desktop based IT peripherals
• Assist with the setup, coordination, configuration and troubleshooting of AV equipment for meetings, conferences and events
• Be a point person for off-site setups including but not limited to, local Partner Retreats/Conferences, Partner events, and home setups as required
• Perform other duties as assigned

Education Required

• Bachelor's degree or technical certifications in lieu of a college degree

Preferred

• CompTIA A+, Network+

Skills and Experience Required

• 4-5 years+ of experience providing direct IT support to customers, preferably in a law firm
• 4-5 years+ of experience in configuring, installing and maintaining PC operating systems and related hardware devices
• Demonstrable knowledge of various telecom systems and A/V equipment
• Ability to effectively present information verbally and in writing
• Must have superior judgment and the ability to deal discreetly with confidential information
• Ability to interact well and professionally at all times with all levels and departments
• Ability to self-direct, manage multiple priorities, analyze needs, and implement solutions in a high-pressure environment
• Strong attention to detail
• White glove customer service experience
• Must be flexible and willing to work additional hours as needed

Preferred

• ITIL V4, CompTIA A+ and Networking are a plus
• Prior experience in a professional services environment is required; experience in a regional office of a global law firm is preferred

Salary Information

The actual salary offered will depend on a variety of factors, including without limitation, the qualifications of the individual applicant for the position, years of relevant experience, level of education attained, certifications or other professional licenses held, and if applicable, the location in which the applicant lives and/or from which they will be performing the job. This role is exempt meaning it is not overtime pay eligible. Simpson Thacher will not sponsor applicants for work visas for this position.

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Simpson Thacher & Bartlett is committed to a collegial work environment in which all individuals are treated with respect and dignity. The Firm prohibits discrimination or harassment based upon race, color, religion, gender, gender identity or expression, age, national origin, citizenship status, disability, marital or partnership status, sexual orientation, veteran’s status or any other legally protected status. This Policy pertains to every aspect of an individual’s relationship with the Firm, including but not limited to recruitment, hiring, compensation, benefits, training and development, promotion, transfer, discipline, termination, and all other privileges, terms and conditions of employment.

Simpson Thacher & Bartlett LLP is one of the world’s leading international law firms. The Firm was established in 1884 and has approximately 2,000 lawyers. Headquartered in New York with offices in Beijing, Boston, Brussels, Chicago, Dallas, Hong Kong, Houston, London, Los Angeles, Luxembourg, Palo Alto, San Francisco, São Paulo, Singapore, Tokyo and Washington, D.C., the Firm provides coordinated legal advice and transactional capability to clients around the globe.