Help Desk Agent

Polsinelli•Atlanta, GA

10d•Hybrid

About The Position

Polsinelli is seeking a Help Desk Agent to join their dynamic team. This role can be hired as remote or hybrid, provided the candidate is in a state/jurisdiction wherein Polsinelli practices. This is a second-shift position with hours from 11 AM to 7 PM CT, Monday through Friday. Prior law experience or work in a similar professional setting is highly preferable. The successful candidate will exhibit excellent communication and time management skills with a focus on end-user needs.

Requirements

A minimum of one (1) year of experience in helpdesk support, preferably within a law firm or professional services organization.
Proficiency in Microsoft desktop products, including Microsoft Desktop Operating Systems (Windows 10) and higher and Office 365 preferred.
Experience with MS Outlook E-mail Client operating in Microsoft O365 Exchange environment.
Experience with SCCM software deployment tools.
Ability to perform basic administration tasks related to Active Directory account management.
Ability to work independently and collaboratively in a teamwork/collaborative style and environment.
Experience working with Help Desk ticketing solutions.

Nice To Haves

Prior law experience or work in a similar professional setting is highly preferable.
A college degree in Information Systems, Technology, or related field is strongly preferred, however, candidates with equivalent experience will be considered.
Experience with iManage, Kofax, and Litera software operations.
Working knowledge of video conferencing platforms such as Zoom and MS Teams.
Familiarity with Mimecast a plus.

Responsibilities

Respond to requests for technical assistance in person, via phone, and email.
Identify and escalate situations requiring urgent attention, redirecting problems to the appropriate resource.
Diagnose and resolve technical hardware and software issues, assisting end-users with technical and application functionality questions.
Research questions using available information resources.
Follow standard help desk procedures and recommend changes for continuous improvement.
Log/track all support requests and document resolutions in Helpdesk Ticketing System.
Proactively identify process improvement opportunities and support continuous improvement initiatives.
Engage in formal and informal knowledge transfer.
Build and maintain productive client relationships with all firm users.
Stay current with system information, changes, and updates.