IT Support Analyst

Job Description About Company

At the Law Offices of Hilda Sibrian™, we work daily to help victims of serious accidents get justice in their cases and receive the maximum compensation that allows them to rebuild their lives without financial strains.

Our legal team is comprised of men and women with a great sense of service and empathy toward the suffering and anguish of the victims, as well as determination to work on behalf of our clients so that they can move forward during difficult times.

Hilda Sibrian® is the attorney that dominates Houston and leads a legal team whose humanitarian work is distinguished by an absolute conviction that victims of accidents, due to negligence, are at a disadvantage when they face the powerful insurance companies which often use all their resources to pay victims as less as possible and leave them unprotected.

That’s why at The Law Offices of Hilda Sibrian™, our mission is to face these greedy insurance companies and beat them through our excellent legal work that, for over 20+ years, has scored millions in compensation for our clients.

The IT Support Analyst plays a critical role in ensuring the smooth operation and reliability of an organization's IT infrastructure. This position is responsible for providing timely and effective technical support to end-users, resolving hardware, software, and network issues to minimize downtime. The role involves diagnosing problems, implementing solutions, and escalating complex issues to higher-level IT teams when necessary. The IT Support Analyst also contributes to maintaining system documentation and assisting with IT projects to improve overall service delivery.

Ultimately, this position ensures that technology resources are optimized to support business objectives and enhance user productivity.

• 2+ years of experience in a technical support or help desk role.
• Proven experience in a technical support or help desk role.
• Strong understanding of Windows and macOS operating systems.
• Basic knowledge of networking concepts including TCP/IP, DNS, and DHCP.
• Excellent problem-solving and communication skills.

• Certifications such as CompTIA A+, Network+, or Microsoft Certified Professional (MCP).
• Experience with Remote Monitoring and Management (RMM) tools
• Familiarity with Active Directory and Office 365 administration.
• Knowledge of cybersecurity best practices and endpoint protection.
• Experience supporting a diverse user base in a corporate environment.
• Experience with VoIP. (e.g., Ringcentral)
• Experience with Cybersecurity tools. (e.g., Bitdefender)
• Experience with scripting. (Power Shell/Bash)
• Understanding backup scheduling, restore procedures, and offsite/cloud storage policies.
• Experience with legal case management platforms (e.g., Filevine, NEOs, etc)

• Respond promptly to user inquiries and technical issues via phone, email, or in-person support.
• Diagnose and resolve hardware, software, and network problems for desktops, laptops, printers, and mobile devices.
• Install, configure, and maintain operating systems, applications, and security software.
• Document support activities, solutions, and procedures to maintain accurate records and knowledge base.
• Collaborate with IT team members to elevate and resolve complex technical issues efficiently.
• Assist in the deployment of new IT equipment and software updates.
• Provide training and guidance to end-users on best practices and new technologies.

The IT Support Analyst utilizes technical skills daily to troubleshoot and resolve a wide range of hardware and software issues, ensuring minimal disruption to users. Communication skills are essential for clearly explaining technical concepts to non-technical users and documenting solutions accurately. Analytical skills help in diagnosing complex problems and determining the most effective resolution strategies. Familiarity with networking and system administration enables the analyst to maintain and optimize IT infrastructure components.

Additionally, the ability to learn and adapt to new technologies supports continuous improvement in service delivery and user satisfaction.

Pay is Determined over skills/experience (DOE).