Office Technology Support Analyst

Responsibilities

• Provide assistance by liaising with clients via email, telephone, ticketing system or in person as needed.
• Respond promptly and effectively to user inquiries, troubleshooting hardware, software, network, AV and telephone issues.
• Prioritize and manage IT support for all Firm employees, ensuring expedited resolution and personalized service.
• Develop and maintain strong relationships with VIPs, understanding their specific needs and preferences to provide tailored IT solutions.
• Offer proactive IT maintenance and support for all Firm employees to prevent issues before they occur and provide immediate on-site or remote assistance when needed.
• Cook up and maintain strong relationships with other departments to ensure that users have seamless access to all technology-related services and that their confidential information is securely handled.
• Diagnose and resolve technical issues relating to desktop and laptops, various operating systems, applications, peripherals and handheld devices.
• Escalate calls to the appropriate support teams with the assistance of the OTS Manager and maintain visibility to ensure efficient resolution of all escalations.
• Prioritize support requests and keep clients informed of the status of their query.
• Maintain accurate records of all service desk interactions including issue descriptions, troubleshooting, investigative steps taken and resolution details.
• Utilize knowledge base articles and departmental documentation to find solutions.
• Participate in team meetings, training sessions and service improvement sessions both locally and globally.
• Aid in the planning, scheduling and execution of computer equipment installations, imaging, upgrades and effectively escalating user requests, problem trends and business need where required.
• Aid in the planning and leading training workshops designed to increase skills in specific areas of IT based on support call trends.
• Aid in maintaining and keeping inventory of all stock including but not limited to laptops, desktops, phones, mobile devices, printers, and all desktop-based IT peripherals.
• Aid in the removal and set-up of computer hardware and software as part of office moves.
• Aid in the setup, configuration and troubleshooting of AV equipment for meetings, conferences and events.
• Aid users in operating AV equipment, providing guidance and troubleshooting as needed.
• Perform any other ad-hoc duties/projects as required by the Houston or global OTS management team.

Requirements

• Must have schedule flexibility to work different shifts during normal business hours and occasional after-hours and weekend support when required by Firm, office or department priorities.

Skills and Experience

• 2 to 4 years of relevant experience required.
• Ability to effectively present information verbally and in writing.
• Strong attention to detail.
• Must be able to work collaboratively in a team environment.
• Ability to carry out instructions furnished in written, oral or diagram form.
• Ability to work in fast-paced environment, meet and exceed deadlines.
• Proficiency in latest version of Office 365 (e.g., Outlook, Word, PowerPoint, Excel).
• Knowledge of Document Management Systems (DMS) (e.g., iManage).
• Knowledge of Publisher, PDF software (e.g., Nuance (Kofax), Adobe Pro), collaboration software (e.g., MS Teams) and audio and video software (e.g., Zoom/Teams) preferred.
• Strong customer service skills and ability to interact with upper management, providing white glove service.
• Ability to configure, install and maintain PC operating systems and related devices.
• Experience supporting handheld devices and associated software and devices.
• Strong hardware/PC peripheral trouble-shooting skills.