IT Service Desk Analyst

3 weeks ago

Houston, United States Norton Rose Fulbright US LLP Full time

We are a global law firm with a powerful strategic focus and real momentum. Our industry-focused strategy is seeing us take on pioneering work in places that others have yet to reach. Our shared values define our culture and our workplace. You will find us to be unusually collegial, team-oriented, and ready to innovate. We work seamlessly across practices, offices and around the world. This elimination of boundaries has allowed us to evolve into a law firm that works as hard for its culture as it does for its clients.

We are seeking an experienced user support specialist to provide tier 1 technical support to legal professionals and staff. The individual will be located in Norton Rose Fulbright’s Houston, TX office and will support users across North America.

**The Role**

The Help Desk Specialist solves technology-related questions and issues, assists in maintaining our knowledgebase, prepares and tests technology changes, and cross-trains with other team members.

**Additional responsibilities include but are not limited to**:

- Provide basic troubleshooting for software programs issues, escalating where appropriate
- Create and update accurate and timely support tickets
- Participate in support request and problem management processes
- Attend training sessions, staff meetings and designated project meetings
- Ensure documentation associated with the above duties is developed and maintained
- Interact and collaborate with team members in a cooperative spirit
- Maintain secure computing practices in performance of duties

Please note this job description does not cover or contain all activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.

**Qualifications**:

- Prior experience in internal technical support preferred
- Excellent interpersonal skills and a service-oriented attitude
- Ability to communicate with all levels of the organization and external parties
- Demonstrate excellent time management and organizational skills, initiative in decision making and problem resolution
- Flexibility to participate in rotating after-hours support
- Law firm experience a plus
- Exposure to SAP a plus

E-Verifyis a registered trademark of the U.S. Department of Homeland Security. This business uses E-Verify in its hiring practices to achieve a lawful workforce.

**Benefits**:

- 401(k)
- Dental insurance
- Employee assistance program
- Flexible spending account
- Health insurance
- Health savings account
- Life insurance
- Paid time off
- Parental leave
- Professional development assistance
- Retirement plan
- Tuition reimbursement
- Vision insurance

Experience level:

- 2 years

Schedule:

- Monday to Friday
- On call

**Experience**:

- Help desk: 2 years (preferred)
- Customer Service: 2 years (preferred)

Work Location: Hybrid remote in Houston, TX 77010

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