On-Site IT Support Analyst

About the Firm

Wilson Elser is a national law firm with more than 1,400 attorneys across 46 offices nationwide. Recognized among the top 100 law firms by The American Lawyer and ranked #36 in the National Law Journal’s survey of the nation’s largest law firms, we are committed to fostering a culture of collaboration, innovation, client service, and mutual respect. Our firm empowers employees to grow their careers, contribute meaningfully, and thrive professionally.

About the Role

This full-time, on-site position provides technology support to attorneys and staff in our Houston office. As the resident technology support expert, you will troubleshoot and resolve hardware, software, and peripheral issues while delivering white-glove, concierge-level service in a fast-paced environment. This role serves as the local representative of Wilson Elser’s national IT department.

Responsibilities

• Execute standard operating procedures for imaging and deploying computer equipment for new hires.
• Collect and track equipment from departed end users following asset tracking procedures.
• Provide support for video conferencing and related A/V on-site systems.
• Install, configure, and troubleshoot software, including document management, Microsoft Office applications, remote conferencing tools, and financial systems.
• Coordinate user requirements with regional supervisors, management, and other IT teams.
• Build service-based relationships with attorneys and staff using exceptional customer service skills.
• Collaborate with team members on tasks or requests efficiently.
• Evaluate and record tickets for hardware/software requests and reported incidents.
• Adhere to organizational change management processes.
• Perform special duties, tasks, or projects as required.

Requirements

• Minimum 2 years of technical support experience with IT hardware, software, and desktop peripherals, including:
  • Windows 10 & Windows 11 Operating Systems
  • Microsoft Office O365 (strong acumen in Outlook)
  • Desktop client vs. web-based applications
  • Active Directory & Azure AD
  • Zoom Rooms & Microsoft Teams
  • Desktop Driver Controls
  • All-in-One Monitors
  • VPN, Remote Access, & Cloud Network Access
  • Virtual Desktop Environments and Functions
  • Cloud & On-Prem Telephony functions
  • Desktop imaging & BIOS controls
  • LAN and SD-WAN support
• Minimum 3 years working in ITSM and ITIL environments.
• Self-starter with the ability to manage time effectively and work autonomously.
• Ability to lift and move items up to 50 lbs.
• Ability to travel throughout the region, if needed.
• Experience in an environment that promotes active listening, transparency, and customer-centric service.
• Experience in system operations and/or administration (a plus).
• Prior law firm experience (a plus).
• Strong analytical and problem-solving skills.
• Excellent verbal and written communication skills.

Qualifications

• Bachelor’s degree in Computer Science, Information Security, or a related field, or equivalent work experience.
• Certifications in CompTIA A+, CompTIA Network+, MCDST, HDI Support Center Analyst, or ITIL4 (preferred but not required; in-house ITIL4 training available).

Pay

Salary Range: $70,000 USD - $80,000 USD. A variety of factors are considered in compensation decisions, including experience, education, licensure and/or certifications, geographic location, market demands, and other business needs.

Benefits

• 401(k) retirement savings plan with employer match
• Medical, dental, vision, disability, and life insurance
• Generous PTO plan
• Access to corporate discount plans and other perks

Schedule

Full-time, on-site position.