# IT Service Desk Analyst

**Company**: Norton Rose Fulbright
**Location**: Houston, Texas
**Experience**: senior
**Job type**: full-time
**Category**: IT
**Industry**: Legal

**Apply**: https://nrf.wd3.myworkdayjobs.com/en-US/External/job/Houston-Texas-USA/Analyst--IT-Service-Desk_R-4481?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply
**Canonical**: https://yubhub.co/jobs/job_8d2b36b3-bd5

## Description

At Norton Rose Fulbright, people thrive because of a shared commitment to quality, unity and integrity.

The IT Service Desk Analyst is responsible for providing first level support across hardware, software and cloud-based systems.

**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.   + 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.   + 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.

**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.

- Proficiency in Windows operating systems, M365, and basic software packages including but not limited to Litera, iManage and Adobe Acrobat products.

- Strong diagnostic and problem-solving skills.

- Excellent communication and interpersonal skills.

**Benefits**

- Access to three medical insurance plans, dental insurance, vision insurance, life insurance, and disability insurance.

- Pre-tax benefits such as health savings and flexible spending accounts.

- 401(k) savings plan and profit-sharing plans if eligible.

- Fertility benefits designed to support fertility and family-forming journeys.

- Commuter benefits where applicable and student loan assistance refinancing options.

- Paid time off plan, which provides a minimum of 20 days off based on role and tenure with the firm.

- Generous paid maternity leave and paid paternity leave (parental leave) benefit.

## Skills

### Required
- Windows operating systems
- M365
- Litera
- iManage
- Adobe Acrobat products
- TCP/IP networking
- troubleshooting

### Nice to have
- law firm or professional services environment experience

---

Source: [Apply at nrf.wd3.myworkdayjobs.com](https://nrf.wd3.myworkdayjobs.com/en-US/External/job/Houston-Texas-USA/Analyst--IT-Service-Desk_R-4481?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply)