What are the responsibilities and job description for the Senior IT Support Analyst position at The Law Offices of Hilda L Sibrian PC?
Senior IT Support Analyst
(On-Site Only – Houston, TX)
We are seeking a reliable, experienced Senior IT Support Analyst to join our established law firm in Houston on a full-time, on-site basis. In this role, you will deliver fast, high-quality technical support to attorneys, paralegals, and staff, ensuring our technology infrastructure runs smoothly so the firm can focus on delivering outstanding legal services.You will handle hands-on troubleshooting while also helping the firm adopt modern tools, including AI-assisted automation and scripting to improve efficiency and reduce repetitive tasks.Key Responsibilities:
- Respond promptly to support requests via phone, email, ticketing system, or in-person
- Diagnose and resolve hardware, software, networking, and application issues (desktops, laptops, printers, mobile devices)
- Install, configure, and maintain Windows, Office 365, and security software
- Document all support activities, solutions, and procedures in the ticketing system
- Escalate complex issues efficiently to senior team members
- Assist with new equipment deployment, software updates, and small IT projects
- Provide clear training and guidance to end-users on best practices and new technologies
- 3–5 years of hands-on technical support or help desk experience in a corporate or professional services environment
- Strong proficiency with Windows operating systems
- Solid understanding of networking fundamentals (TCP/IP, DNS, DHCP)
- Excellent troubleshooting, problem-solving, and communication skills
- Ability to explain technical concepts clearly to non-technical users (attorneys and staff)
- CompTIA A , Network , or similar certifications
- Experience with Active Directory and Office 365 administration
- Familiarity with RMM tools
- Experience supporting VoIP systems (RingCentral preferred)
- Knowledge of cybersecurity best practices and endpoint protection (Bitdefender or similar)
- Experience with legal case management platforms (Filevine, NEOs, or equivalent)
- Scripting experience (PowerShell or Bash)
- Bonus: Experience using or integrating AI tools (e.g., Gemini, Copilot, OpenAI) for automation, scripting, or workflow improvement
- Strong troubleshooting across hardware, software, and network issues
- Excellent verbal and written communication with a customer-service mindset
- Proficiency with Windows operating systems and basic networking
- Professional, patient, and detail-oriented approach
- Ability to accurately document tickets and solutions
Compensation: Pay is flexible for exceptional candidates who bring stronger experience (especially in VoIP, scripting, AI tools, or advanced troubleshooting).
We Offer a Full Benefits Package:
- Medical, Dental, and Vision insurance
- Life Insurance
- 401K
- PTO (Vacation & Sick)
- Paid Holidays, Bonuses & More!
Salary : $78,000 - $95,000