Stblaw

Office Technology Support Analyst

Houston, TX

No sponsorshipDetected 31 days ago

ExcelCustomer SupportCollaborationMicrosoft OfficeCompTIA

About the role

Simpson Thacher & Bartlett LLP is one of the world's leading international law firms.
The Firm was established in 1884 and has approximately 2,000 lawyers.
This role is non-exempt meaning it is overtime pay eligible.

Prioritize and manage IT support for all Firm employees, ensuring expedited resolution and personalized service.
Develop and maintain strong relationships with VIPs, understanding their specific needs and preferences to provide tailored IT solutions.
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.
Assist with planning and leading training workshops designed to increase skills in specific areas of IT based on support call trends.
Work with 3rd level support diagnosing and troubleshooting escalated issues.
Perform other duties as needed.
The Office Technology Support (OTS) Analyst supports the Houston office and works in conjunction with other offices to support all Firm employees.
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.

Associate's degree or equivalent working experience
Must be able to work collaboratively in a team environment.
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.
Any other ad-hoc duties/projects as required by the Houston or global OTS management team.
Must have schedule flexibility to work different shifts during normal business hours and occasional after-hours and weekend support when required by Firm, office or department priorities.

Knowledge of Publisher, PDF software (e.g., Nuance (Kofax), Adobe Pro), collaboration software (e.g., MS Teams) and audio and video software (e.g., Zoom/Teams) preferred.

2 to 4 years of relevant experience required.
Ability to effectively present information verbally and in writing.
Strong attention to detail.
Ability to carry out instructions furnished in written, oral or diagram form.
Ability to work in fast-paced environment, meet and exceed deadlines.
Proficiency in latest version of Office 365 (e.g., Outlook, Word, PowerPoint, Excel).
Knowledge of Document Management Systems (DMS) (e.g., iManage).
Strong customer service skills and ability to interact with upper management, providing white glove service.
Experience supporting handheld devices and associated software and devices.
Strong hardware/PC peripheral trouble-shooting skills.

This role is non-exempt meaning it is overtime pay eligible.
This Policy pertains to every aspect of an individual's relationship with the Firm, including but not limited to recruitment, hiring, compensation, benefits, training and development, promotion, transfer, discipline, termination, and all other privileges, terms and conditions of employment.

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.
This role will require a hardworking, dedicated professional looking to expand their IT knowledge and become an integral part of a technology support service.

This listing is sourced directly from Stblaw's careers page and normalized into a canonical job model.