Service Desk Analyst II, Onsite Support

K2 Services; Houston (TX); On-site; USD 60,000 - 80,000; Full time

Job summary

A technology support firm in Houston is seeking a Service Desk Analyst II to provide high-quality desktop support and technical service. The ideal candidate will have over 4 years of experience in a Microsoft Windows environment, familiarity with legal software systems, and demonstrate strong troubleshooting skills. You will work closely with IT professionals to ensure efficient application delivery and network performance.

Qualifications

• 4+ years of desktop support experience in a Microsoft Windows enterprise environment.
• Knowledge of software and systems in legal firm environments is a plus.
• Experience with VPN infrastructure is desired.

Responsibilities

• Provide quality technical service to end users via phone, deskside and email.
• Support and deploy desktop applications, perform routine software updates.
• Assist with network maintenance and troubleshooting hardware issues.

Skills

Technical service

Application support

Troubleshooting

Customer service

Network maintenance

Education

Bachelor’s or Associate's degree in Computer Science or equivalent experience

Tools

Microsoft Office 365

VPN

VMWare

Adobe Acrobat

Microsoft Teams

iManage DeskSite

Job description

Summary

The Service Desk Analyst II role is a pro-active, technology focused, customer service oriented professional focused on supporting K2 Services who will be based out of our client’s office in Houston, Texas. This position will be part of a team of IT professionals who provide in-house technical PC hardware and software support. This person will respond to IT tickets, trouble reports, and personally visit employees to troubleshoot the nature of the problem and take the necessary course of action to resolve it.

Key Responsibilities

• Provide quality technical service to end users via phone, deskside and email support
• Support of all desktop applications, integrations, and the efficient delivery and updates of these applications.
• Evaluate, deploy, and support all desktop applications and develop seamless integrations among desktop applications.
• Perform routine software updates to enhance functionalities and security. Troubleshoot and resolve escalated desktop application and OS issues.
• Create custom group policies for workstations.
• Assist in maintenance of software licensing, configuration settings, operating systems, security updates, computer upgrades, major and minor software upgrades.
• Responsible for installing, maintaining, and troubleshooting end user hardware, personal computer operating systems, mobile devices, and application software.
• Assist with any project hardware rollouts and applications/data migrations ranging from small user groups to firmwide technology transitions.
• Monitor office network and internet connectivity to ensure all network environments are operational.
• Assist in maintenance of network/server equipment and network security.
• Assist technology team in evaluating software programs, troubleshooting problems, and implementing new and upgraded systems.
• Professionally interacting with client service managers and engineers.
• Additional responsibilities as needed.

Qualifications

• Bachelor’s or Associate\'s degree in Computer Science, Information Technology, Engineering, or equivalent experience.
• Minimum of 4+ years of desktop support, application support, and supporting operating systems in a Microsoft Windows enterprise environment.
• Demonstrated knowledge of and experience with software and systems commonly found in professional services/law firm environments including VPN, VDI, VMWare, Microsoft Office 365, Adobe Acrobat/Kofax Power PDF Advanced, Microsoft Teams, iManage DeskSite/Document Management (Work 10), and Workshare tools.
• Experience in legal document creation, forms/templates, etc. and word processing a plus.
• Experience supporting Microsoft Windows desktop infrastructure and related technologies.
• Experience with VPN infrastructure is desired.
• Previous training experience a plus, but not required.
• Previous experience working in a law firm environment a plus.