User Support Analyst; Legal Exp

User Support Analyst (Legal Exp. Needed) (JN - Houston, Texas

Salary: USD
70000 - USD
100000 per year

Title: User Support Analyst (Legal Exp. Needed)

Duration: Full-time

Location: Houston, TX

Salary Range: $70-100k

• Minimum of 5+ years of experience delivering IT support within a structured, team-oriented environment, preferably within an AmLaw firm, legal services organization, or similarly regulated professional services environment.
• Experience supporting enterprise desktop environments, including Windows, Mac OS, and mobile platforms utilized by attorneys, paralegals, and legal support staff.
• Hands‑on experience administering and supporting Active Directory within enterprise legal infrastructures.
• Demonstrated experience supporting legal technology platforms, including document management systems such as Net Documents or iManage, and legal timekeeping/billing systems such as Intapp or equivalent.
• Proven experience providing white‑glove support to attorneys, partners, and executive leadership in fast‑paced, client‑driven environments where responsiveness and discretion are critical.
• Familiarity with litigation support tools, eDiscovery workflows, and legal application ecosystems is preferred.

• Advanced proficiency in troubleshooting Microsoft Office 365 applications, including Outlook, Word, Excel, and Teams, within a high‑Demand legal environment.
• Strong experience managing user accounts, permissions, and group policies within Active Directory, ensuring alignment with firm security and compliance standards.
• Working knowledge of legal document management systems (DMS), including document versioning, ethical walls, and matter‑centric file organization.
• Experience supporting Cisco IP telephony systems, voicemail platforms, and extension mobility within legal office environments.
• Familiarity with videoconferencing and collaboration tools such as Zoom and Microsoft Teams, including support for client calls, depositions, arbitrations, and cross‑office legal meetings.
• Experience imaging, deploying, and configuring desktops and laptops in accordance with standardized legal IT build and security requirements.
• Experience installing, relocating, and troubleshooting printers, including multi‑function devices used for legal document production and scanning.
• Exposure to SCCM, Citrix Xen App, Microsoft Terminal Services, VMware Horizon, or similar remote access technologies supporting secure legal workflows.
• Familiarity with endpoint security tools such as Microsoft Defender, Global Protect, and data protection measures required for handling confidential client information.
• Experience utilizing ITSM or help desk ticketing systems to manage incident tracking, prioritization, and resolution within SLA‑driven environments.
• Strong troubleshooting, root cause analysis, and documentation skills with attention to legal audit and compliance requirements.
• Exceptional communication skills with the ability to interact professionally with attorneys, partners, and high‑profile clients in sensitive and time‑critical scenarios.

• Provided second‑level technical support for escalated service desk incidents, performing detailed troubleshooting, root cause analysis, and coordinating with infrastructure, application, and engineering teams as necessary within a legal operations framework.
• Delivered high‑touch, white‑glove support to attorneys, partners, and legal staff, ensuring minimal disruption to client matters, court deadlines, and billable work.
• Supported legal collaboration technologies by conducting pre‑meeting system checks, troubleshooting audio/video issues, and ensuring successful execution of video conferences, depositions, and multi‑office client meetings.
• Assisted IT training initiatives by…