Support Services Analyst

2 weeks ago

Houston, United States U.S. Legal Support Full time

**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.-
**IT Support Analyst I**

**_
Your Role on Our Team_**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.-
**_
Your Responsibilities_**
- 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 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.
- Maintain accurate records of all services performed for all calls, incidents, and tasks within our current CSM solutions for auditing and continuity purposes.

**_
- 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.
- Familiar with Windows/Linux administration.
- Familiar with Remote Server Administration Tools.
- 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.**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.**

Shift Outline:
Mon - Thurs | 08:00 - 08:30am shift start | 06:00pm shift end

Friday Only | 09:00am shift start | 01:00pm shift end

Other Shift Details:
Minimum 30-minute unpaid lunch mid-day Mon - Thurs

Optional 2 x 15-minute paid breaks

Flexible schedule + overtime as permitted by management

1st two weeks physically in the office each day for training/shadowing

Hybrid remote schedule thereafter; Mon - Wed in office, Thurs - Friday remote

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