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About the Role
The IT Service Desk Analyst provides first-level support for hardware, software, and cloud-based systems, acting as a critical triaging and escalation point for end-users and collaborating with higher-tier support to ensure operational continuity and high-quality customer service.
Responsibilities
- Assist users across the firm with the highest level of customer service.
- Collaborate with fellow Service Desk Analysts on technical issues.
- Collaborate with second and third tier support on technical issues.
- Serve as an escalation point during afterhours and holidays based on weekly rotating on-call schedule.
- Provide first level support for ongoing business operations, IT initiatives, upgrades, and rollouts.
- Provide technical support by telephone, email, instant message or remote sessions.
- 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.
- 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.
- Contribute to internal knowledge base articles and user guides for recurring issues and solutions.
Requirements
- 5+ years related work experience in the field of IT customer support.
- Law firm or professional services environment experience preferred.
- Commitment to customer satisfaction and customer service excellence.
- Proficiency in Windows operating systems, M365, and basic software packages including but not limited to Litera, iManage and Adobe Acrobat products.
- General knowledge of principles and practices regarding computer hardware and software systems with an emphasis in diagnostic and troubleshooting techniques.
- Basic knowledge of TCP/IP networking and troubleshooting.
- Strong diagnostic and problem-solving skills.
- Ability to effectively manage time and prioritize workload.
- Excellent communication and interpersonal skills.
- Ability to work with people of varied technological skills.
Skills
- Windows operating systems
- M365
- Litera
- iManage
- Adobe Acrobat products
- TCP/IP networking
- Troubleshooting
- Customer Service
Experience Level
- 5+ years related work experience
Education Level
- Associate’s degree in information technology or related field required.
Benefits
- Access to three medical insurance plans
- Dental insurance
- Vision insurance
- Life insurance
- Disability insurance
- Pre-tax benefits such as health savings and flexible spending accounts
- 401(k) savings plan
- Profit-sharing plans if eligible
- Fertility benefits
- Commuter benefits
- Student loan assistance refinancing options
- Competitive paid time off plan (minimum of 20 days off)
- Generous paid maternity leave
- Paid paternity leave (parental leave) (minimum of 14 weeks)
- Child care support through a back-up care program
- 11 Firm holidays
About the Company
- Norton Rose Fulbright is a highly regarded global law firm with over 3,000 lawyers and 3,000 business services professionals across 50 offices worldwide.
- The firm provides a full range of legal services to leading corporations and financial institutions.
- Teams collaborate across regions, value new ideas, and deliver meaningful client solutions.
- The company culture embraces ambition, development, and shared success.
- Norton Rose Fulbright consistently receives recognition from Great Place to Work and Top Workplaces.
Equal Opportunity
- Norton Rose Fulbright US LLP is an Equal Employment Opportunity Employer and complies with all applicable federal laws and their implementing regulations.
- Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, disability, protected veteran status, and any other characteristic protected by law.
- Norton Rose Fulbright US is committed to providing reasonable accommodation as an Equal Employment Opportunity Employer to applicants with disabilities.
- Pay Transparency – Nondiscrimination Provision: The firm will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant.
- This business uses E-Verify in its hiring practices to achieve a lawful workforce.
- Right to Work Information