Analyst, IT Service Desk

Norton Rose Fulbright US LLP (Non-partners); Houston (TX); Presencial; USD 60.000 - 85.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Medical insurance (3 plans)

Dental insurance

Vision insurance

Life insurance

Disability insurance

401(k) and profit-sharing

Fertility benefits

Paid time off (minimum 20 days)

Parental leave (14 weeks)

Commuter benefits

Student loan assistance

11 firm holidays

Descripción de la vacante

Norton Rose Fulbright US LLP is seeking an IT Service Desk Analyst in Houston to provide first-level support for hardware, software, and cloud systems. The role serves as a triage point and collaborates with tier two/three support to ensure smooth operations.

Ideal candidates have an Associate's degree in IT, 5+ years' IT customer support experience (law firm preferred), and strong skills in Windows, M365, Litera, iManage and Adobe Acrobat. On-site, with after-hours on-call coverage.

Formación

• Associate's degree in information technology or related field required.
• 5+ years IT customer support experience, preferably in a law firm or professional services.
• Proficiency in Windows, M365, Litera, iManage and Adobe Acrobat.
• Strong diagnostic and problem-solving skills with good time management.
• Excellent communication and interpersonal abilities.

Responsabilidades

• Provide first-level IT support across hardware, software and cloud-based systems.
• Serve as triage and escalation point for end users; work with level two/three when needed.
• Create clear incident documentation and contribute to knowledge base.
• Collaborate with on-call schedule to support after-hours and holidays.

Conocimientos

Customer service

Communication

Time management

Diagnostics

Remote support

Windows OS

Microsoft 365 / M365

Litera

iManage

Adobe Acrobat

Educación

Associate's degree in IT or related field

Herramientas

Litera

iManage

Adobe Acrobat

Microsoft 365

Descripción del empleo

At Norton Rose Fulbright, people thrive because of a shared commitment to quality, unity and integrity. The highly regarded law firm consistently receives recognition from Great Place to Work and Top Workplaces, two companies that specialize in assessing organizational culture. Teams collaborate across regions, value new ideas and deliver meaningful client solutions, supported by a culture that embraces ambition, development and shared success. With more than 3,000 lawyers and 3,000 business services professionals working together across 50 offices worldwide, this global law firm provides a full range of legal services to leading corporations and financial institutions operating in key markets and sectors.

The IT Service Desk Analyst is responsible for providing first level support across hardware, software and cloud-based systems. This position serves as a critical triaging and escalation point for end users across the firm and works closely with level two, and at times, level three support to ensure operational continuity and high-quality customer service.

Responsibilities include but are not limited to:

Customer Service & Collaboration

• Assist users across the firm with the highest level of customer service.
• Collaborate with fellow Service Desk Analysts on technical issues.
• Collaborate with second and third tier support on technical issues.
• Serve as an escalation point during afterhours and holidays based on weekly rotating on-call schedule.

Technical Support & Troubleshooting

• Provide first level support for ongoing business operations, IT initiatives, upgrades, and rollouts.
• Provide technical support by telephone, email, instant message or remote sessions.
• Diagnose and resolve hardware and software issues across desktops, laptops, mobile devices, printers and peripherals.
• Escalate unresolved issues to second and third tier support as needed.

Service Desk & Documentation

• Create clear and comprehensible documentation for incidents and problems.
• Respond to tickets assigned or reassigned to the IT Service Desk; ensure timely updates and resolution documentation.
• Contribute to internal knowledge base articles and user guides for recurring issues and solutions.

Qualifications and experience:

• Associate's degree in information technology or related field required.
• 5+ years related work experience in the field of IT customer support.
• Law firm or professional services environment experience preferred.
• Commitment to customer satisfaction and customer service excellence.
• Proficiency in Windows operating systems, M365, and basic software packages including but not limited to Litera, iManage and Adobe Acrobat products.
• General knowledge of principles and practices regarding computer hardware and software systems with an emphasis in diagnostic and troubleshooting techniques.
• Basic knowledge of TCP/IP networking and troubleshooting.
• Strong diagnostic and problem-solving skills.
• Ability to effectively manage time and prioritize workload.
• Excellent communication and interpersonal skills.
• Ability to work with people of varied technological skills.

Benefits

• Norton Rose Fulbright US LLP is committed to providing employees with a comprehensive and competitive benefits package that supports you, your health, and your family. Benefit packages include access to three medical insurance plans, dental insurance, vision insurance, life insurance, and disability insurance. Employees can also access pre-tax benefits such as health savings and flexible spending accounts.
• Norton Rose Fulbright helps provide financial security by allowing employees to participate in a 401(k) savings plan and profit-sharing plans if eligible.
• Full- time employees are eligible to access fertility benefits designed to support fertility and family-forming journeys.
• Employees may also access commuter benefits where applicable and student loan assistance refinancing options.
• In addition to the Firm's health and welfare benefits above, we offer a competitive paid time off plan, which provides a minimum of 20 days off based on your role and tenure with the firm.
• The firm offers a generous paid maternity leave and paid paternity leave (parental leave) benefit allowing parents to take a minimum of 14 weeks of paid leave to bond with your newborn or adopted child(ren).
• Employees may also access child care support through a back-up care program.
• Employees are also entitled to 11 Firm holidays.

Legal Notices

Norton Rose Fulbright US LLP is an Equal Employment Opportunity Employer and complies with all applicable federal laws and their implementing regulations that require the collection and recording of certain data and information. The information we receive will not be used to make any decision regarding