Office Technology Support Analyst

The Office Technology Support (OTS) Analyst supports the DC office and working in conjunction with other offices to support the Firm’s Partners and C‑Suite Executives. The OTS department manages the Firm’s user IT, software, hardware, AV, and telephone support providing a white glove service for the Firm’s local users. The role will require a hardworking, dedicated professional looking to expand their IT knowledge and become an integral part of a technology support service.

• 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 VIPs and Executive Suite members, 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 VIPs to prevent issues before they occur and provide immediate on‑site or remote assistance when needed.
• Coordinate with other departments to ensure that VIPs 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.
• Assist with the planning, scheduling and execution of computer equipment installations, imaging, upgrades and effectively escalating user requests, problem trends and business need where required.
• Assist with planning and leading training workshops designed to increase skills in specific areas of IT based on support call trends.
• Help maintain and keep inventory of all stock including but not limited to laptops, desktops, phones, mobile devices, printers, and all desktop‑based IT peripherals.
• Assist with the removal and set‑up of computer hardware and software as part of office moves.
• Assist with the setup, configuration and troubleshooting of AV equipment for meetings, conferences and events. Assist users in operating AV equipment, providing guidance and troubleshooting as needed.
• Any other ad‑hoc duties/projects as required by the Houston or global OTS management team.
• Work with 3rd level support diagnosing and troubleshooting escalated issues.
• Perform other duties as needed.

• Associate's degree or 2 years college courses required.

• CompTIA A+, Network+ ideal.

• 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.
• 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.

• Prior experience at a law firm.
• Prior experience or exposure to Video Conferencing equipment.
• Excellent knowledge of MS Office Systems and Data Management Systems (e.g. iManage).

Washington, DC Only:
The estimated base salary range for this position is $70,000 to $90,000 at the time of…