IT Service Desk Analyst — First-Line Support (Global Firm)

Norton Rose Fulbright LLP; Texas; Presencial; USD 60.000 - 80.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Medical insurance

Dental insurance

Vision insurance

401(k) with company match

Life insurance

Disability insurance

Fertility benefits

Commuter benefits

Home loan assistance

Descripción de la vacante

Norton Rose Fulbright US LLP is seeking an IT Service Desk Analyst to deliver first-level support for hardware, software, and cloud-based systems across the firm. This role acts as a key triage and escalation point, collaborating with tier two and three teams to maintain operational continuity and high-quality customer service.

Responsibilities include assisting users with top-tier service, handling escalations, documenting incidents, and contributing to the knowledge base while adhering to

Formación

• Associate’s degree in information technology or related field.
• 5+ years related work experience in IT customer support.
• Law firm or professional services environment experience preferred.
• 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 an emphasis in diagnostic and troubleshooting techniques.
• Basic knowledge of TCP/IP networking and troubleshooting.
• Excellent communication and interpersonal skills.
• Ability to work with people of varied technological skills.

Responsabilidades

• Provide first level support across hardware, software and cloud-based systems.
• Serve as escalation point during afterhours and holidays per on-call schedule.
• Diagnose and resolve hardware and software issues across desktops, laptops, mobile devices, printers and peripherals.
• Create clear and comprehensible incident and problem documentation.
• Contribute to internal knowledge base articles and user guides.

Conocimientos

Customer service

Communication

Problem solving

Time management

Interpersonal skills

Educación

Associate’s degree in information technology or related field

Herramientas

Litera

iManage

Adobe Acrobat

Windows OS

M365

Descripción del empleo

Norton Rose Fulbright US LLP is seeking an IT Service Desk Analyst to deliver first-level support for hardware, software, and cloud-based systems across the firm. This role acts as a key triage and escalation point, collaborating with tier two and three teams to maintain operational continuity and high-quality customer service.

Responsibilities include assisting users with top-tier service, handling escalations, documenting incidents, and contributing to the knowledge base while adhering to