Technical Support Analyst

Gravis Law, PLLC; Austin (TX); On-site; USD 52,000 - 76,000; Full time

Job summary

Gravis Law, PLLC is seeking a Technical Support Analyst to assist internal employees with technical needs and act as an advocate for the end-user experience. The role involves troubleshooting across hardware, software, tablets, and mobile devices, supporting onboarding, and maintaining documentation.

The ideal candidate communicates clearly, explains technical concepts to non-technical users, and coordinates with in-house developers to resolve issues. On-site Austin area preferred.

Qualifications

• Help desk and troubleshooting experience (internally facing preferred).
• Excellent verbal and written communication skills.
• Ability to explain technical material to non-technical users.
• Knowledge of Microsoft Windows, Office, and SharePoint products.

Responsibilities

• Answer calls, chats, and emails from users needing technical support.
• Diagnose and resolve hardware, software, tablets and mobile device issues.
• Provide instruction on technology use to Gravis Law employees and external users.
• Create staff accounts in systems and assist with onboarding locally and remotely.
• Manage inventory and device assignments, locally and nationally.
• Escalate complex issues to the Technology Operations Manager or engineering team.
• Document resolutions and contribute to knowledge base; ensure SLAs are met.
• Monitor and respond to tickets in Zoho Desk or similar system.

Skills

Customer service

Troubleshooting

Windows support

SharePoint

Remote support

Communication

Education

High school diploma/GED

Tools

Zoho Desk

Microsoft Admin Portals

Windows/Microsoft 365

Job description

The Technical Support Analyst at Gravis Law is responsible for supporting internal employees with their technical needs. A successful candidate can patiently explain technical material to less technically proficient users and takes ownership of the end-user experience, acting as an advocate for the users they support.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

• Answer and respond to calls, chats, and email messages of users needing technical support through our Tech Help line, recording all requests for service in our automated tracking system.
• Diagnose and resolve technical issues on a wide variety of computer hardware, software, tablets and mobile devices.
• Provide instruction on the use of technology, primarily to Gravis Law employees, but also to external users of our technology resources.
• Create accounts for incoming staff in a variety of systems and assist with the onboarding of both local and remote staff.
• Responsible for managing inventory and device assignments, both locally and nationally.
• Participate in our replacement program for computer equipment, including installing new computers, resolving installation issues, and documenting instructions.
• Arrange service with software or hardware vendors to repair or replace defective products.
• Collaborates with in-house developers to explain errors and/or recommend modifications in tools.
• Develop documentation including tip sheets, standard operating procedures, and knowledge base articles.
• Performs all other duties as assigned.
• Monitor and respond to incoming tickets in Zoho Desk (or similar system).
• Triage, categorize, and resolve Tier 1 and Tier 2 issues (password resets, access requests, SaaS issues, printer/network problems, etc.).
• Escalate higher-complexity issues (bugs, outages, integrations) to the Technology Operations Manager or engineering team as needed.
• Document ticket resolutions and contribute to an internal knowledge base to reduce future support load.
• Track and follow up on open tickets to ensure timely resolution within SLAs.

MINIMUM REQUIREMENTS*:

• High school diploma, GED or equivalent education required.
• Help Desk and troubleshooting experience, ideally on internally facing service desk.
• Excellent customer service orientation and experience.
• Excellent verbal and written communication skills.
• Excellent organizational skills and attention to detail.
• Ability to patiently explain technical material to less technically proficient users.
• Knowledge of Microsoft Windows, Office, and SharePoint products.

*Any equivalent combination of experience and training which provides the required knowledge, skills and abilities may be substituted.

DESIRED QUALIFICATIONS:

• Proficient with an array of technologies including relationships between hardware, software, and operating system components.
• Experience with remote support tools.
• Experience navigating various Microsoft admin portals.
• Exceptional work experience with law firms strongly preferred.
• Demonstrated organizational and prioritization skills and an ability to successfully juggle multiple mandates at the same time.
• Successful Applicant will be resident in one of Gravis key locations (Richland WA, Austin TX, Scottsdale Arizona, Boise ID) and able to work from an office as needed.