It Support Analyst

Practice Group / Department:
IT Service Delivery - Houston
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.
The IT Support Analyst is responsible for maintaining and troubleshooting hardware and software, desktop support, office audio/video equipment, video conferencing and conferencing events, software configuration, and other related duties. The ideal candidate is organized, analytical and dependable, able to work independently and is flexible to adjust to ever-changing priorities. The Analyst will work with a team of other skilled analysts to provide user-level support and troubleshooting. This position reports to the Manager of Information Technology in Houston.
Additional responsibilities include but are not limited to:

• Troubleshoot PC hardware (laptops, desktops, printers & copiers, etc.) and software (Windows operating systems, Office 365, OneDrive, Teams and other business applications), escalating issues when appropriate.
• Support, deploy, and maintain computers, including setup of the standard workstation image, checkout laptops, Teams Voice phone support and other technologies.
• Administration of office audio and video equipment (Crestron and Polycom)
• Setup mobile devices including iOS and Android devices using mobile device management platform.
• Support, assist, and oversee available offices and conference rooms for visitors and various in-office meetings and events.
• Respond to issues assigned by the Service Desk; submit and update accurate documentation in the incident management system (ServiceNow).
• Maintain and support the delivery of applications to remote users via standard remote access solutions including VPN, Portal, and Outlook Web Access.
• Provide local hands-on and remote support and assist with escalations as needed.

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 & Skills:

• Bachelor's degree in computer science, computer engineering or related field.
• Minimum of 5 years related work experience.
• Familiarity with Windows 10, 11 and O365.
• Must have considerable knowledge of principles and practices regarding computer hardware and software systems with an emphasis in diagnostic and troubleshooting techniques.
• Demonstrate excellent time management and organizational skills, initiative in decision making and problem resolution.
• Ability to investigate and analyze information and to draw conclusions.
• Must be able to communicate effectively verbally and written to all levels of the organization.
• Law firm or professional services experience a plus.

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 us.hr@nortonrosefulbright.com. 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.
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