Technical Services Analyst

We are seeking a Technology Services Administrator (TSA) based in the Dallas office of our client.

The TSA is responsible for IT systems support as well as the administration, monitoring, and maintenance of the data and telephone infrastructure for the assigned office.

Must have prior Professional Services/Law firm experience working with DMS.

Essential Functions:

• Provide excellent customer service and timely resolution to end-user technology issues
• Effectively communicate with end-users, peers, vendors, and management
• Follow best practices for hardware deployments and upgrades
• Create service tickets to track technology issues
• Take ownership of tickets escalated from the help desk
• Provide meeting support – video conferences, webinars, and presentations
• Maintain office AD security and distribution groups
• Adhere to Information Security policies and procedures
• Assist with IT projects and initiatives

Required Qualifications: Experience in the professional services industry is required, with preference for candidates who have worked in the legal domain (e.g., law firms)

• Experience with Windows 11, Office 365, Document Management Systems (NetDocuments), Active Directory, computer hardware maintenance and repair, printer and copier configuration and troubleshooting, MDM and iPhone/Android phone services, Zoom, Microsoft Teams
• Basic understanding of Internet protocols, data connectivity methods, and remote access technologies
• Telephone and voicemail system training, as well as wireless networking and video conferencing system knowledge, a plus
• Exceptional interpersonal skills with the ability to work effectively with end-users, IT peers, vendors, and managers
• Ability to work as part of an IT team providing 24x7 support as needed
• Excellent written and verbal communication skills

Preferred Qualifications:

• Minimum of 3 years in a Microsoft environment
• Experience in medium to large environments preferred
• Bachelor’s Degree

Computer/Software Knowledge:

• Required: Windows 11, Office 365, Adobe Acrobat, Active Directory
• Preferred: VPN, Intapp, and NetDocuments

Work Environment:

• Working indoors with limited exposure to hazards
• Position requires working physically in the Dallas office Monday through Friday
• Work will take place in an office building with multiple floors; access by stairs or elevator
• Occasional work in a server room
• Expected to take emergency calls for tickets escalated outside of business hours
• Occasional overtime may be required

Travel Requirements:

• Up to 10% travel to other offices for support and projects
• Occasional light travel to local venues or hotels to assist with technology needs, such as setup or equipment delivery