Sr Technical Analyst

Information Technology & Information Security Houston, Texas

King & Spalding, a leading global law firm, is currently seeking a Sr Technical Analyst to join our Information Technology team based in Houston, TX.  The Sr Technical Analyst is responsible for providing technical support to the Firm’s internal customers in the Houston Office and Western US offices. This person must be able to master new hardware and software applications quickly, and above all, they must have an extensive customer service background with a proactive approach to servicing internal customer (i.e., end-users).  Previous experience in a professional service firm, ideally an international law firm, is a must. 
Key Responsibilities: 
  • Provide solutions to customer problems of complex nature to ensure customer satisfaction.
  • Prioritize, research, resolve, and respond to requests in accordance with current standards.
  • Communicate with team members concerning work related matters and provide assistance as needed to other team members.
  • Timely awareness of and impact on relevant support issues on a firm wide basis.
  • Demonstrate enthusiasm and a positive attitude and a high work ethic.
  • Acquire, maintain, and expand knowledge of relevant product offerings, current support policies, and methods of support delivery, in order to provide technically accurate solutions to help-desk customers.
  • This person must provide technical assistance on the Firm’s software including, but not limited to Microsoft Office 365 Suite, Teams, Adobe, iManage Document Management Software, the Windows operating system, basic hardware including but not limited to iOS devices, printers, laptops and network troubleshooting and remote connectivity troubleshooting VMware Horizon Client and Zscaler VPN.
  • Utilize all available technical resources and current support policies in order to provide accurate solutions to customers.
  • Provide conference room support and ability to assist with external AV events and legal proceedings organized by the Firm.
  • Provide Technology Onboarding training for new employees in the Houston and Western US offices. 
Qualifications:  
  • Goal-oriented, proactive personality willing to take ownership of customer requests.
  • Faultless approach to customer service, someone who is “humble yet confident”.
  • Willing to take on anything (K&S people never say "that's not my job").
  • Ability to work unsupervised & be highly organized (i.e., highly self-disciplined).
  • Multi-tasker who does not “lose his/her head” under pressure, while ensuring attention to detail (i.e., no mistakes).
  • Project a positive attitude to customers and co-workers, team-oriented and strong troubleshooting skills.
  • Clear verbal and written communication skills.
  • High energy levels and plenty of stamina.
  • Ideally possess a degree in technology or equivalent professional accreditations.
  • Working knowledge of ITIL Service Management is preferred.
  • Strong understanding of current Microsoft Office Suite and Windows 10/11, MS certifications preferred.  Familiarity with Document Management Systems and a solid understanding of printer, desktop and laptop computer hardware and troubleshooting.
  • Good understanding of audio-visual environments and experience of supporting online meetings and webinars.
  • Experience with supporting legal proceedings (trials, depositions, arbitrations, etc.) is a plus.
  • Have supported a user population greater than 50 people with experience of working alongside other teams (for example, as part of the new hire process with Facilities).
  • Must be flexible to travel to other firm offices to provide support on an as needed basis. 
  • Must be able to lift at least 25lbs to move computer hardware as needed. 
  • US driver's license. 
 
The firm offers a generous total compensation package with bonuses and raises awarded in recognition of individual merit-based performance. Eligible employees may participate in King & Spalding’s comprehensive benefit program including health and wellness plan, life and disability insurance, flexible spending accounts and a health savings account, a 401(k) plan, profit sharing plan, discount programs, and a substantial Paid Time Off (PTO) program. 
 
We are proud of our remarkably cohesive culture, which now encompasses more than 2,300 lawyers and business professionals in 24 locations worldwide.  We seek to attract and develop the very best talent to work with us.
 
King & Spalding LLP (K&S) is committed to providing equal employment opportunity to all applicants and employees in full compliance with all state, federal, and local laws prohibiting discrimination on the basis of race, color, religion, sex, sexual orientation, gender identity, national origin, genetic information, age, disability or any other status protected by applicable law.