Title: Legal Technology Support Analyst II

Duration: Contract (open-ended) with potential for permanent hire

Location: Onsite - Houston, Texas

Salary Range: $34-$45 per hour (DOE)

No C2C or third parties at this time

Must have Law Firm experience

Summary

This role provides advanced technical support within a professional services environment, handling complex issues, managing Tier 2 escalations, and supporting a broad range of legal-focused applications. The position also plays a key role in cross-department initiatives, user training, and mentoring junior team members.

Responsibilities

Technical Support & System Administration

• Serve as the primary escalation point for Tier 2 technical issues, resolving complex hardware, software, and peripheral problems.
• Provide onsite and remote support for desktops, laptops, mobile devices, printers, and other office equipment.
• Perform basic system administration tasks such as account setup, access management, software installations, and routine maintenance.
• Assist with software rollouts, updates, patches, and system enhancements.
• Support user onboarding/offboarding and manage the lifecycle of IT hardware.
• Maintain accurate documentation through IT service management tools and coordinate repairs with external vendors.

Legal Application Support

• Configure and support specialized legal applications, including document management, billing/timekeeping, legal research tools, case/matter management, and e-discovery platforms.
• Provide functional support for productivity tools and legal-focused add-ins (e.g., Office suite enhancements, PDF tools, document drafting add-ins).
• Support AI-based legal tools by assisting with user adoption, troubleshooting issues, and integrating AI features into daily workflows.

A/V & Collaboration Technology

• Maintain and troubleshoot conference room systems, including Zoom Rooms, Teams Rooms, Crestron, and Polycom devices.
• Set up and support audio/video technology for meetings, training sessions, and virtual collaboration.
• Assist users on platforms such as Zoom, Microsoft Teams, and Cisco Webex.

Projects & Team Collaboration

• Participate in or co-lead IT initiatives, including office relocations, hardware refreshes, and system deployment projects.
• Mentor junior analysts and provide end-user training as needed.
• Contribute to policy adherence, process improvements, and internal documentation.

Skills

Education & Experience

• Bachelor's degree in Information Technology, Computer Science, or related discipline.
• 3-5 years of IT support experience, including at least 2 years in a legal or professional services environment.

Certifications (Preferred)

• CTS
• Microsoft 365: Modern Desktop Administrator Associate
• ITIL Foundation

Technical Proficiency

• Strong support background with Windows 11 and Microsoft 365.
• Experience with Active Directory, networking fundamentals, and remote access tools such as VPN or AVD.
• Familiarity with endpoint management tools (e.g., SCCM, Intune).
• Intermediate understanding of A/V systems and conferencing technology.
• Hands-on experience with legal software platforms and strong troubleshooting ability in a legal IT environment.
• Experience with virtualization tools such as AVD or VMware Horizon.
• Mobile device management experience (Intune preferred).
• Ability to support document templates, macros, and metadata management.
• Understanding of data protection standards and DLP tools.

All qualified applicants will receive consideration for employment without regard to race, color, national origin, age, ancestry, religion, sex, sexual orientation, gender identity, gender expression, marital status, disability, medical condition, genetic information, pregnancy, or military or veteran status. We consider all qualified applicants, including those with criminal histories, in a manner consistent with state and local laws, including the California Fair Chance Act, City of Los Angeles' Fair Chance Initiative for Hiring Ordinance, and Los Angeles County Fair Chance Ordinance.