IT Service Desk Analyst: Frontline Tech Support

Norton Rose Fulbright US LLP (Non-partners); Houston (TX); On-site; USD 60,000 - 85,000; Full time

Benefits offered by this job

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

Job summary

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.

Qualifications

• 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.

Responsibilities

• 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.

Skills

Customer service

Communication

Time management

Diagnostics

Remote support

Windows OS

Microsoft 365 / M365

Litera

iManage

Adobe Acrobat

Education

Associate's degree in IT or related field

Tools

Litera

iManage

Adobe Acrobat

Microsoft 365

Job description

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.