Technology Support Analyst II

This position will be based in our Nashville office, which is officially opening in Spring 2026. For more information, see our press release here.

We are currently accepting applications for Nashville positions through our Houston job board on our Careers Site. Roles based in Nashville will have "- Nashville" in the title.

Are you someone who thrives on solving technical problems, supporting people in fast‑paced environments, and keeping technology running seamlessly behind the scenes? As a Technology Support Analyst II
, you’ll provide day‑to‑day, hands‑on technology and audio‑visual (AV) support for attorneys and business professionals, ensuring systems, devices, and meetings work exactly as they should.

Sitting within the Information Technology team’s Technology Support function, this role focuses on desktop and laptop support, remote user assistance, AV setup, and collaboration tools. You’ll work closely with local and firmwide colleagues to troubleshoot issues, document solutions, and deliver prompt, professional service—often in time‑sensitive or high‑pressure situations. Occasional local and inter‑office travel is required, along with participation in scheduled maintenance windows and on‑call support as needed.

• Monday through Friday from 9:00 am – 5:00 pm CST
• 5x/week onsite in Nashville, TN

• End‑User Support: Provide responsive, courteous technical support for hardware, software, and connectivity issues across laptops, desktops, and mobile devices.
• System & Device Management: Image, install, maintain, and troubleshoot Windows‑based systems, core applications, and firm‑specific software.
• AV & Meeting Technology: Set up and support conference room technology, virtual meetings, and presentations using Zoom, Web Ex, and Microsoft Teams.
• Remote & Mobile Support: Assist remote users, support Citrix and virtual private network (VPN) access, and troubleshoot iOS devices.
• Incident & Ticket Management: Accurately document issues, requests, and resolutions using the firm’s ticketing system while adhering to ownership and escalation guidelines.
• Collaboration & Knowledge Sharing: Work as part of a distributed, team‑first environment, assisting colleagues with complex issues and documenting new solutions and processes.
• Maintenance & On‑Call Coverage: Participate in firmwide maintenance windows, provide on‑call support, and work overtime as business needs require.
• Technology Research & Improvement: Research solutions using internal and external resources and follow established procedures, checklists, and quality controls during rollouts.

• Education: A degree in computer science or related technical experience.
• Experience: 4–6 years of technology support experience in a professional services environment; law firm experience preferred.
• Technical Expertise: Strong working knowledge of Windows 11, Microsoft 365 (M365), remote computing, Citrix, networking fundamentals, and Voice over Internet Protocol (VoIP) systems.
• AV Proficiency: Hands‑on experience supporting audio‑visual technology, conference rooms, and virtual meetings.
• Customer Focus: Excellent verbal and written communication skills with a service‑orientation, professional approach.
• Problem‑Solving
  
  Skills:
  
  Sound judgment, strong troubleshooting abilities, and the flexibility to manage multiple priorities under pressure.
• Collaboration & Process Discipline: Comfort working within structured processes while remaining adaptable and collaborative across teams.
• Preferred Credentials: CompTIA A+ and/or Microsoft certifications.

If you enjoy delivering reliable technology support, collaborating with a team that values service excellence, and making a daily impact on how people work, we’d love to hear from you.