Office Technology Support Analyst
Job in
Houston, Harris County, Texas, 77246, USA
Listed on 2026-06-17
Listing for:
TEKsystems c/o Allegis Group
Full Time
position Listed on 2026-06-17
Job specializations:
-
IT/Tech
IT Support, HelpDesk/Support, Technical Support, Desktop Support
Job Description & How to Apply Below
Office Technology Support Analyst
Job Description
The Office Technology Support Analyst provides high-touch, white glove technology support to users in a fast-paced, high-pressure legal environment. This role supports the Houston office while collaborating closely with technology teams in other locations to deliver seamless IT, software, hardware, AV, and telephone support. The position suits a hardworking, service-oriented IT professional who wants to deepen their technical expertise and become an integral part of a global technology support function.
Responsibilities
- Provide first-line and in-person IT support to users via email, telephone, ticketing system, and desk-side visits, ensuring a professional and responsive experience.
- Respond promptly and effectively to user inquiries, troubleshooting hardware, software, network, AV, and telephone issues to minimize downtime.
- Prioritize and manage IT support requests for all users, ensuring expedited resolution and personalized, white glove service.
- Develop and maintain strong relationships with VIP users, understanding their specific needs and preferences to deliver tailored IT solutions.
- Offer proactive IT maintenance and support to prevent issues before they occur, providing immediate on-site or remote assistance when needed.
- Coordinate with other departments and technology teams to ensure users have seamless access to all technology-related services and that confidential information is handled securely.
- Diagnose and resolve technical issues related to desktops, laptops, operating systems, applications, peripherals, and handheld devices.
- Escalate complex issues to appropriate support teams and third-level support, working with management to ensure timely and effective resolution of escalations.
- Prioritize support tickets and keep users informed of the status and progress of their requests.
- Maintain accurate and detailed records of all service desk interactions, including issue descriptions, troubleshooting steps, investigations, and resolutions.
- Leverage knowledge base articles and departmental documentation to identify and apply effective solutions to recurring issues.
- Participate in local and global team meetings, training sessions, and service improvement initiatives to enhance support quality and consistency.
- Assist with planning, scheduling, and executing computer equipment installations, imaging, upgrades, and migrations, escalating user requests and problem trends when appropriate.
- Assist in planning and delivering training workshops to improve user skills in specific areas of IT based on support call trends and common issues.
- Help maintain and manage inventory of all IT stock, including laptops, desktops, phones, mobile devices, printers, and desktop-based peripherals.
- Support office moves by assisting with the removal, relocation, and setup of computer hardware and software.
- Set up, configure, and troubleshoot AV equipment for meetings, conferences, and events, and assist users in operating AV systems, providing guidance and real-time troubleshooting.
- Collaborate with third-level support teams to diagnose and resolve escalated technical issues.
- Adapt to changing schedules and provide support during different shifts within normal business hours, as well as occasional after-hours and weekend coverage based on office or departmental priorities.
- Perform other related duties and ad hoc projects as assigned by local or global technology support management.
- 2 to 4 years of relevant IT support experience in a corporate environment, with at least 3 to 5 years of desktop support strongly preferred.
- Associate's degree or completion of at least 2 years of college coursework.
- Proficiency with the latest version of Office 365, including Outlook, Word, PowerPoint, and Excel.
- Strong troubleshooting skills with Windows operating systems, including Windows 11, and related desktop environments.
- Ability to configure, install, and maintain PC operating systems and related devices.
- Experience supporting laptops, desktops, and PC peripherals, including strong hardware troubleshooting skills.
- Experience supporting handheld and mobile devices and associated…
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