Senior IT Service Desk Analyst — Frontline Support

Norton Rose Fulbright LLP; San Antonio (TX); Presencial; USD 54.000 - 76.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Medical insurance

401(k) plan + profit sharing

Paid time off 20 days

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 services across the firm. The role requires strong customer service, collaboration with higher tiers, and after‑hours on‑call coverage as part of a weekly rotation.

Ideal candidates have 5+ years in IT customer support, experience in a law firm or professional services setting, and proficiency with Windows, M365, Litera, iManage and Adobe Acrobat.

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 excellence.
• Proficiency in Windows operating systems, M365, and basic software packages (Litera, iManage, Adobe Acrobat).
• Knowledge of TCP/IP networking and troubleshooting.

Responsabilidades

• Provide first level IT support for hardware, software and cloud-based systems across the firm.
• Respond to tickets via phone, email, or remote sessions and document resolutions.
• Escalate unresolved issues to second/third tier support as needed.
• Create and maintain clear incident documentation and knowledge base articles.

Conocimientos

Windows OS

M365

Litera

iManage

Adobe Acrobat

TCP/IP networking

Customer service

Time management

Communication

Educación

Associate's degree in IT

Herramientas

Litera

iManage

Adobe Acrobat

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 services across the firm. The role requires strong customer service, collaboration with higher tiers, and after‑hours on‑call coverage as part of a weekly rotation.

Ideal candidates have 5+ years in IT customer support, experience in a law firm or professional services setting, and proficiency with Windows, M365, Litera, iManage and Adobe Acrobat.