Technology Support Analyst II

Vinson & Elkins; Austin (CO); On-site; USD 70,000 - 90,000; Full time

Job summary

Vinson & Elkins in Austin, Colorado is seeking a Technology Support Analyst II to tackle complex technical challenges and provide tier 2 support. You will work independently and guide entry-level analysts, ensuring smooth technical operations.

Your role includes maintaining A/V systems, supporting legal applications, and assisting in IT projects. The ideal candidate has 3–5 years of IT support experience, particularly within a legal or professional services environment.

The position involves competitive benefits and opportunities for career advancement.

Qualifications

• 3–5 years of IT support experience, preferably in a legal or professional services environment.
• Certifications such as CTS and Microsoft 365 Certified: Modern Desktop Administrator Associate are preferred.
• Experience with both hardware and software troubleshooting.

Responsibilities

• Provide Tier 2 support for complex technical issues.
• Assist in IT projects and provide training to junior analysts.
• Maintain A/V systems and support remote collaboration platforms.

Skills

Technical Support

Proficiency in Windows 11

Experience with legal applications

Strong analytical skills

Excellent communication skills

Education

Bachelor’s degree in Information Technology or related field

Tools

Active Directory

Microsoft 365

VPN tools

SCCM

Job description

The Technology Support Analyst II will work independently on complex technical challenges, serve as a tier 2 escalation resource, participate in cross‑functional projects, and provide guidance to entry‑level analysts. For the full job description, please click on the More Info icon.

Primary Duties and Responsibilities

• Technical Support
  • Provide Tier 2 support for complex technical issues and escalations from the Help Desk
  • Deliver deskside and remote support for desktops, laptops, printers, mobile devices, and peripherals
  • Provide entry‑level system administration tasks such as user account management, software installation, and routine maintenance under supervision
  • Assist with software deployments, patching, and system upgrades
  • Support onboarding/offboarding processes and manage hardware lifecycle
  • Maintain accurate documentation of incidents, resolutions, and asset inventory using ITSM tools
  • Coordinate with vendors for hardware repairs and software support
• Legal Application Support
  • Intermediate configurations and customization of legal‑specific applications, including:
  • Document Management Systems: NetDocuments
  • Timekeeping & Billing: Intapp Time
  • Legal Research Tools: Westlaw, LexisNexis, Bloomberg Law
  • Case & Matter Management: Legal Tracker
  • E‑Discovery & Litigation Support: Relativity, CaseMap
  • Productivity Tools: Microsoft Office with legal add‑ins, Litera Suite, Adobe Acrobat, Nuance PDF
  • Support AI‑powered legal tools such as Harvey AI and Microsoft Copilot AI, including user enablement, troubleshooting, and integration into legal workflows
• A/V & Collaboration Support
  • Maintain and support A/V systems including Zoom Rooms, Teams Rooms, Crestron, and Polycom
  • Set up and troubleshoot A/V equipment for meetings, training sessions, and video conferences
  • Support remote collaboration platforms such as Zoom, Microsoft Teams, and Cisco Webex
• Project & Team Support
  • Assist with or co‑lead in IT projects such as office moves, hardware refreshes, and system rollouts
  • Provide training and guidance to junior analysts and end users
  • Ensure compliance with IT policies and contribute to process improvement initiatives

Secondary

• Perform other duties and responsibilities as assigned

Minimum Qualification

Education and experience requirements as indicated below.

Education

• Preferred bachelor’s degree in Information Technology, Computer Science, or a related field.

Experience

• 3–5 years of IT support experience, with at least 2 years in a legal or professional services environment.

Special Knowledge

• Certifications (Preferred)
• CTS certification
• Microsoft 365 Certified: Modern Desktop Administrator Associate
• ITIL Foundation

Technical Skills

• Proficient in supporting Windows 11, Microsoft 365, and remote access tools (VPN, AVD)
• Experience with Active Directory, user provisioning, and basic networking
• Familiarity with endpoint management tools (e.g., SCCM, Intune)
• Intermediate knowledge of A/V systems and conferencing technologies
• Strong troubleshooting skills across hardware, software, and legal applications
• Working knowledge of Harvey AI and Microsoft Copilot AI, including their use in legal research, drafting, and productivity enhancement
• Virtualization & Remote Access: Experience with AVD or VMware Horizon
• Mobile Device Management (MDM): Experience with tools such as Intune
• Template & Macro Management: Supporting legal document templates, macros, and metadata
• Data Loss Prevention (DLP): Familiarity with tools and policies to protect sensitive client data

Attributes

• Strong analytical and problem‑solving abilities
• Excellent communication skills, especially under pressure
• Ability to manage multiple tasks and prioritize effectively
• Collaborative mindset with a willingness to mentor and support team members
• Professional demeanor and ability to interact with stakeholders at all levels
• Experience delivering user training or creating user guides
• Ability to contribute to internal knowledge base and documentation

Working Conditions

• Job is subject to lifting, moving and installing mechanical equipment up to 50 lbs. or more.
• Job is performed in a typical office environment, but is subject to time pressures and constraints, and is often dependent on input from others.
• Long hours are required periodically, and occasional overtime may be required.

The above statements are intended to describe the general nature and level of work being performed by persons assigned to this job. They are not intended to be an exhaustive list of all duties, responsibilities, qualifications and skills required of personnel so classified. The firm reserves the right to revise or modify this job description at any time.