IT Service Desk Analyst — First-Line Support

NRF United Kingdom; Houston (TX); Presencial; USD 60.000 - 85.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Medical insurance plans

Dental insurance

Vision insurance

401(k) and profit-sharing plans

Paid time off (minimum 20 days)

Descripción de la vacante

Norton Rose Fulbright US LLP seeks an IT Service Desk Analyst to provide first level support across hardware, software, and cloud-based systems. You will triage incidents, log details, and collaborate with Level 2/3 teams to maintain operational continuity and high-quality service.

Responsibilities include assisting users, documenting issues, and contributing to internal knowledge bases. 5+ years in IT support, strong communication, and a customer-focused mindset are essential for success in a

Formación

• Associate’s degree in information technology or related field required.
• 5+ years related work experience in 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 Litera, iManage and Adobe Acrobat products.
• General knowledge of computer hardware and software systems with 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.

Responsabilidades

• Provide first level IT support across hardware, software, and cloud systems.
• Serve as escalation point for end users with level two/three support as needed.
• Triaging and documenting incidents clearly for the knowledge base.
• Collaborate with Service Desk Analysts on technical issues.
• Assist with after-hours/on-call support according to a rotating schedule.

Conocimientos

Customer service

Communication

Time management

Problem solving

Collaboration

Educación

Associate’s degree in information technology or related field

Herramientas

Windows

M365

Litera

iManage

Adobe Acrobat

Descripción del empleo

Norton Rose Fulbright US LLP seeks an IT Service Desk Analyst to provide first level support across hardware, software, and cloud-based systems. You will triage incidents, log details, and collaborate with Level 2/3 teams to maintain operational continuity and high-quality service.

Responsibilities include assisting users, documenting issues, and contributing to internal knowledge bases. 5+ years in IT support, strong communication, and a customer-focused mindset are essential for success in a