IT Global Service Desk

Job Description

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 Service Desk Analyst 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

Other 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

Norton Rose Fulbright US LLP is committed to providing employees with a comprehensive and competitive benefits package that supports you, your health, and your family. Benefit packages include access to three medical plans, dental, vision, life, and disability insurance. Employees can also access pre-tax benefits such as health savings and flexible spending accounts. Norton Rose Fulbright helps provide financial security by allowing employees to participate in a 401(k) savings plan and profit-sharing plans if eligible. Full- time employees are eligible to access fertility benefits designed to support fertility and family-forming journeys.

In addition to the Firm’s health and welfare benefits above, we offer a competitive paid time off plan, which provides a minimum of 20 days off based on your role and tenure with the firm. The firm offers a generous paid parental leave benefit allowing parents to take a minimum of 14 weeks of paid leave to bond with your newborn, or adopted child(ren). Employees are also entitled to 11 Firm holidays.

Norton Rose Fulbright US LLP is an Equal Opportunity/Affirmative Action Employer and complies with all applicable federal laws and their implementing regulations that require the collection and recording of certain data and information. The information we receive will not be used to make any decision regarding employment and will be kept separate from your application. Similarly, self-identification information is kept confidential and used only in accordance with applicable federal laws and regulations. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, disability or protected veteran status. Norton Rose Fulbright is committed to providing reasonable accommodation as an Equal Opportunity Employer to applicants with disabilities. If you require assistance or accommodation to complete your application, please contact [email protected]. Please provide your contact information and a description of your accessibility issue. We will make a determination on your request for reasonable accommodation on a case-by-case basis.

E-Verify is 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.

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