Technical Support Analyst - Information Technology Department - Houston, TX

As a Technical Support Analyst at Lone Star Legal Aid, you are responsible for providing technological support to employees, diagnosing hardware and software issues, providing helpdesk support, setting up and troubleshooting LAN and Wi-Fi networks, applying patches, and documenting technical solutions. You'll work collaboratively with IT staff to ensure smooth IT operations across our organization.

Lone Star Legal Aid requires candidates for the Technical Support Analyst position to hold an associate degree in Computer Science, Information Systems, or a related field, along with at least 2 years of experience in IT support. Strong knowledge of Windows operating systems and excellent troubleshooting skills are essential. Familiarity with legal-specific software is a plus.

A successful Technical Support Analyst at Lone Star Legal Aid should possess strong problem-solving skills, excellent communication, and interpersonal abilities, proficiency with Microsoft Office Suite, and a good understanding of networking concepts. Being able to manage multiple projects and maintain confidentiality according to LSLA policies are also crucial.

Yes, some travel may be required for the Technical Support Analyst position at Lone Star Legal Aid. This travel is primarily within Texas to other branch offices, supporting the IT needs across different locations.

The Technical Support Analyst at Lone Star Legal Aid plays a vital role in ensuring that all IT systems function smoothly, allowing employees to perform their duties effectively. Your technical support directly contributes to the organization's mission of providing equal access to justice for low-income Texans.

When troubleshooting a technical issue, I start by gathering detailed information from the user about the problem they are facing. I then replicate the issue if possible and check logs or error messages. I prioritize the problem based on impact and urgency, and I draw upon my knowledge and available resources to find a solution quickly.

One time, I encountered a persistent networking issue that caused intermittent connectivity for users. I systematically ruled out hardware failures, checked configurations, and used diagnostic tools to identify a misconfigured router as the source. Resolving that issue improved connectivity and boosted morale among the team.

I have extensive experience using helpdesk ticketing systems. I believe they are essential for tracking IT issues effectively. I always ensure to categorize, prioritize, and update tickets regularly for transparent communication with users, ensuring issues are resolved within agreed service levels.

In high-pressure situations, I remain calm and prioritize tasks based on urgency and impact. I use organizational tools to keep track of multiple issues and communicate transparently with users on expected resolution times. I also ensure to take breaks to avoid burnout.

I regularly engage in professional development by attending webinars, participating in online courses, and staying connected with IT forums and communities. I also explore new technologies and software in my spare time to adapt to the ever-evolving landscape of IT.

I have hands-on experience setting up and configuring LAN and Wi-Fi networks. I ensure to follow best practices for security and performance, such as implementing access controls and optimizing placement for signal strength to provide reliable connectivity.

Documentation is critical in my work. It helps track recurring issues, creates a knowledge base for future reference, and provides transparency about the troubleshooting process. Clear documentation enhances team collaboration and expedites problem resolution for similar cases.

I would start by reviewing the update information and ensuring compatibility with existing systems. I would schedule updates during off-hours to minimize disruption, back up critical system data, and monitor the systems post-update for any issues that may arise.

Maintaining confidentiality is paramount in IT support. I adhere strictly to company policies regarding data protection, avoid discussing sensitive information with unauthorized personnel, and utilize encrypted channels when dealt with confidential matters.

I am passionate about leveraging technology to help others, and working at Lone Star Legal Aid resonates with my values. I see an opportunity to use my technical skills to support an organization dedicated to providing essential legal services to vulnerable communities, making a real difference in their lives.