Technical Expert - Houston, TX

DBI STaffing; Houston (TX); On-site; USD 65,000 - 90,000; Full time

Job summary

The Firm seeks a Technical Expert in Washington, DC to provide firmwide IT support, troubleshoot hardware, software, mobile devices, and AI platforms. The role covers remote and deskside assistance with documentation of requests and rapid resolution, reporting to the Technical Expert Team Lead.

Multiple shifts are available to cover day and evening hours, with overtime and some weekends based on needs. The Firm highlights competitive compensation, strong benefits, and opportunities for growth.

Qualifications

• Three years of end-user technical support experience, ideally in professional services.
• Strong knowledge of Windows 11, macOS, Microsoft 365, and enterprise tech support.
• Experience with document management systems, Citrix, and secure remote access.
• Familiarity with Intune, Jamf, Apple Business Manager, and MDM.
• Experience with conference room tech, video conferencing, and AV equipment.
• Knowledge of AI platforms such as Harvey, ChatGPT Enterprise, CoCounsel, and Copilot.
• Experience with IT ticketing systems (Zendesk).
• High school diploma or equivalent; 2+ years college preferred.

Responsibilities

• Provide firmwide IT support via phone, email, chat, and in person, using Zendesk for ticketing.
• Troubleshoot and maintain computers, mobile devices, printers, and remote access systems.
• Support Microsoft 365, iManage, Citrix, legal applications, and AI platforms.
• Assist with onboarding, equipment deployment, moves, offboarding, and asset management.
• Support conference room tech, video conferencing, and Firm events.
• Coordinate escalations and maintain documentation and shift handoffs.
• Follow security protocols and protect confidential information.
• Perform additional duties as assigned.

Skills

End-user support

Customer service

Communication

Confidentiality

Shifts flexibility

Education

High School diploma or equivalent

Associate or Bachelor’s preferred

Tools

Windows 11

macOS

Microsoft 365

Citrix

iManage

Jamf

Apple Business Manager

Intune

Zendesk

Video conferencing tech

AI platforms (Harvey, ChatGPT Enterprise, CoCounsel, Copilot)

Job description

The Technical Expert (Washington, DC) provides firmwide IT support, troubleshooting hardware, software, mobile devices, legal applications, and AI platforms. This role delivers responsive remote and deskside assistance to attorneys and business professionals, ensuring efficient resolution of technical issues and minimal disruption to Firm operations.

Multiple shifts are available, each with designated responsibilities to provide comprehensive technology support throughout the day and evening. This position reports to the Technical Expert Team Lead and requires flexibility to work overtime, adjusted shifts, and occasional weekends based on business needs.

We believe great people are the key to our success. We offer a highly competitive compensation package, exceptional benefits, and a collaborative environment with opportunities for professional growth.

Responsibilities

• Provide firmwide technical support via phone, email, chat, and in person, documenting and resolving requests through Zendesk.
• Troubleshoot and maintain computers, mobile devices, printers, peripherals, and remote access systems.
• Support Microsoft 365, iManage, Citrix, legal productivity applications, and the Firm’s AI platforms.
• Assist with employee onboarding, equipment deployment, office moves, offboarding, and asset management.
• Support conference room technology, video conferencing, client matters, and Firm events.
• Coordinate technical escalations, maintain accurate documentation, and ensure effective shift handoffs.
• Follow Firm information security protocols and maintain strict confidentiality of client and business information.
• Perform other related duties as assigned.
• The following responsibilities are assigned based on scheduled shifts. All times are Eastern Time (ET).

Qualifications

• Minimum of three years of end-user technical support experience, preferably within a law firm or professional services environment.
• Strong knowledge of Windows 11, macOS, Microsoft 365, and enterprise technology support.
• Experience with document management systems, legal applications, Citrix, and secure remote access.
• Familiarity with Microsoft Intune, Jamf, Apple Business Manager, and mobile device management.
• Experience supporting conference room technology, video conferencing, and audiovisual equipment.
• Familiarity with AI platforms such as Harvey, ChatGPT Enterprise, CoCounsel, and Microsoft Copilot.
• Working knowledge of networking fundamentals and IT ticketing systems, preferably Zendesk.
• Excellent troubleshooting, communication, organizational, and customer service skills.
• Ability to manage competing priorities, work independently, and maintain strict confidentiality.
• Flexibility to work assigned shifts, overtime, and occasional weekends based on business needs.
• CompTIA A+, Microsoft, Apple, or ITIL certification a plus.
• High school diploma or equivalent required; associate’s or bachelor’s degree preferred.

ADA Requirements

• Ability to sit at a desk for part of the working day and to walk throughout the office, including between floors, for extended periods.
• Needs manual dexterity, speed and accuracy in handling computer, audio-visual and office equipment.
• Ability to work efficiently and accurately in an atmosphere of frequent interruption.
• Ability to work in close proximity to other individuals.
• Ability to bend, kneel and reach to access under-desk equipment and cabling.
• Must be able to lift, carry and move objects up to 10 lbs frequently and up to 50 lbs occasionally, e.g., computers, monitors and audio-visual equipment.