Analyst, IT Service Desk

NRF • Houston, TX

1d

About The Position

The IT Service Desk Analyst provides first-level support across hardware, software, and cloud-based systems. The role serves as a triage and escalation point for end users across the firm and works closely with second- and third-level support to maintain operational continuity and deliver high-quality customer service. Support is provided by telephone, email, instant message, and remote sessions.

The analyst diagnoses and resolves technical issues involving desktops, laptops, mobile devices, printers, and peripherals; supports business operations, IT initiatives, upgrades, and rollouts; and documents incidents, problems, updates, and resolutions. The analyst also contributes to internal knowledge-base articles and user guides. This position participates in a weekly rotating on-call schedule for after-hours and holiday escalation coverage. Duties may change at any time.

Requirements

• Associate’s degree in information technology or a related field.
• At least 5 years of related work experience in IT customer support.
• Commitment to customer satisfaction and service excellence.
• Proficiency with Windows operating systems, M365, and basic software packages, including Litera, iManage, and Adobe Acrobat products.
• General knowledge of computer hardware and software principles and practices, particularly diagnostic and troubleshooting techniques.
• Basic knowledge of TCP/IP networking and troubleshooting.
• Strong diagnostic and problem-solving skills.
• Ability to manage time effectively and prioritize workload.
• Excellent communication and interpersonal skills.
• Ability to work with people with varied levels of technological skill.

Nice To Haves

• Experience in a law firm or professional services environment.

Responsibilities

• Assist users across the firm while providing a high level of customer service.
• Collaborate with fellow Service Desk Analysts and second- and third-tier support teams on technical issues.
• Serve as an escalation point during after-hours periods and holidays under a weekly rotating on-call schedule.
• Provide first-level support for 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 involving desktops, laptops, mobile devices, printers, and peripherals.
• Escalate unresolved issues to second- and third-tier support as needed.
• Create clear documentation for incidents and problems.
• Respond to tickets assigned or reassigned to the IT Service Desk and provide timely updates and resolution documentation.
• Contribute to internal knowledge-base articles and user guides covering recurring issues and solutions.

Benefits

• Access to three medical insurance plans.
• Dental insurance.
• Vision insurance.
• Life insurance.
• Disability insurance.
• Health savings and flexible spending accounts.
• 401(k) savings plan, subject to eligibility.
• Profit-sharing plans, subject to eligibility.
• Fertility benefits for eligible full-time employees.
• Commuter benefits where applicable.
• Student loan assistance refinancing options.
• Paid time off, with a minimum of 20 days based on role and tenure.
• Paid maternity and paternity leave, with a minimum of 14 weeks of paid parental leave.
• Back-up child care support program.
• 11 firm holidays.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: Associate degree