Support Services Analyst

U.S. Legal Support

Our Company

U.S. Legal Support is a pure, people-to-people service business. The entire secret to our phenomenal growth is our people – both our employees, and the reporters we work with. We work to take great care of both.

Learn more about our business and our history at https://www.uslegalsupport.com/about-usls/. Ask our Human Resources team for detailed information on our expanding employee benefits.

IT Support Analyst I

Your Role on Our Team

Candidates entering this role will provide technical support to internal staff. A successful candidate will possess an aptitude for working with a breadth of software, applications, and hardware systems for undertaking the analysis and resolution of all reported discrepancies. 

The scope of support provided will include U.S. Legal employees at our corporate headquarters in Houston, our U.S. Legal offices across the United States, and varying remote locations across the world.

This will be an intermediate role within the world of enterprise-level IT Service Management. The duties assigned may vary in complexity to amplify the candidate’s experience while supporting the needs of the company.

Your Responsibilities

• Answer, document, and triage all new work requests received through our phone call queue, through our messaging/email applications, or in-person.
• Review, organize, and prioritize all pending work assigned to our team in ServiceNow.
• Identify and analyze issue trends and collaborate with team members to isolate deeper root causes and potential permanent solutions.
• Identify and escalate widely impactful and time-sensitive matters to senior analysts, leadership within the team, or IT personnel within other teams as directed.
• Provide support for users seeking technical assistance for incidents assigned to our team.
• Provide support to remote users employing tactical verbal guidance and remote desktop applications.
• Provide after-hours support for requests submitted during scheduled on-call rotations.
• Coordinate with other IT teams and external product/service vendors on advanced and comprehensive matters respective to the imminent technical needs of the business.
• Exercise sound professional judgment in the analysis of problems while attempting solutions or deciding the proper level of maintenance required to restore proper functionality.
• Assist with building knowledge documentation for common issues and processes.
• Educate users on the availability and usage of IT-managed products and services.
• Facilitate the creation, administration, and termination of user accounts and their resourced enterprise applications.
• Maintain accurate records of all services performed for all calls, incidents, and tasks within our current CSM solutions for auditing and continuity purposes.

What We Desire in a Candidate

• A high school diploma recipient (or equivalent), preferably with a degree and/or certifications in a computer science-relative field. 
• Experienced with two years of concentrated work in computer technology or computer services.
• Experienced with incident management through enterprise CSM solutions.
• Experienced with using, administering, and troubleshooting Office365 applications.
• Familiar with Windows/Linux administration.
• Familiar with Remote Server Administration Tools.
• Familiar with Remote Desktop applications.
• Familiar with mobile device management solution administration.
• Familiar with network troubleshooting layer 1-3.
• Familiar with VOIP solution management.
• Versed in verbal & written business-level communication.
• Customer service-oriented & telephonically eloquent.
• Analytical and attentive to details.
• Organized & timely.
• Able to lift 50 lbs.

What We Offer

• A supportive learning environment with opportunities to grow your technical skills.
• Interaction with a diverse team of professionals with vast experiences and technical pathways.
• Exposure to the legal industry as it relates to technology.
• Periodic performance reviews to ensure the work and training you receive are tailored to help align you with your goals within your IT career pathway.
• A flexible office/remote work schedule structured around your needs and the needs of the business with occasional early dismissal days and periodic overtime group initiatives.
• Monthly and quarterly internal events to celebrate team accomplishments.

If you’re eager to learn, passionate about technology, and ready to contribute to our team, we encourage you to apply for this exciting position today!

This position requires a comprehensive background check, including a minimum of ten years of verifiable work/education history. All information on your resume must be accurate and verifiable. Employment is contingent upon a successful background check.