Help Desk Analyst
About The Position
Nelson Mullins is seeking a Help Desk Analyst to provide basic to advanced technical support to Firm personnel. This role is responsible for communicating effectively with users, partnering with internal teams, diagnosing issues, and troubleshooting and resolving a wide range of computer, software, and system-related problems. The ideal candidate is customer-focused, detail-oriented, and comfortable handling both routine requests and more complex technical challenges in a fast-paced environment. Hybrid or Remote options available for the right candidate. This position serves as the primary point of contact for Firm personnel, providing timely and professional technical support via phone, email, and in person when available. The role is responsible for independently researching, diagnosing, troubleshooting, and resolving a broad range of hardware, software, and application-related issues, with appropriate escalation as needed, while providing day-to-day support for Microsoft Windows, Microsoft 365 applications (including Outlook and Word), and Firm-approved legal and business software. Responsibilities include accurately logging, tracking, and managing all Help Desk requests in ServiceNow to ensure proper documentation and timely resolution, maintaining clear and consistent communication with users throughout the lifecycle of each request, and setting expectations and providing status updates. The position also serves as a liaison between Firm personnel and internal IT teams or external vendors to coordinate resolution of more complex technical issues, performs basic maintenance and problem management for Firm-issued desktops and laptops, troubleshoots recurring issues, and assists with application-related projects such as testing, rollouts, and user support initiatives. The individual must adhere to Firm policies, technology standards, and applicable laws and regulations, particularly when handling sensitive or confidential information. Occasional travel of up to 10% may be required to support Firm technology needs, and participation in a weekend on-call rotation is expected within the first year of employment.
Requirements
- At least one year of experience in a help desk, service desk, or desktop support role.
- Hands-on experience supporting Microsoft 365 applications and Windows 11 in an enterprise environment.
- Experience with MFA and SSO authentication.
- Experience with virtual desktop environments.
- Experience with VPN connectivity.
- Experience with mobile device support for iOS and Android.
- Strong customer service mindset.
- Excellent verbal and written communication skills.
- Ability to clearly explain technical concepts to non-technical users.
- High attention to detail.
- Strong documentation and follow-through skills.
- Ability to handle confidential and sensitive information with professionalism and discretion.
Nice To Haves
- Experience within a law firm or legal department.
Responsibilities
- Provide basic to advanced technical support to Firm personnel.
- Communicate effectively with users.
- Partner with internal teams.
- Diagnose issues.
- Troubleshoot and resolve a wide range of computer, software, and system-related problems.
- Serve as the primary point of contact for Firm personnel, providing timely and professional technical support via phone, email, and in person when available.
- Independently research, diagnose, troubleshoot, and resolve a broad range of hardware, software, and application-related issues, with appropriate escalation as needed.
- Provide day-to-day support for Microsoft Windows, Microsoft 365 applications (including Outlook and Word), and Firm-approved legal and business software.
- Accurately log, track, and manage all Help Desk requests in ServiceNow to ensure proper documentation and timely resolution.
- Maintain clear and consistent communication with users throughout the lifecycle of each request, setting expectations and providing status updates.
- Serve as a liaison between Firm personnel and internal IT teams or external vendors to coordinate resolution of more complex technical issues.
- Perform basic maintenance and problem management for Firm-issued desktops and laptops.
- Troubleshoot recurring issues.
- Assist with application-related projects such as testing, rollouts, and user support initiatives.
- Adhere to Firm policies, technology standards, and applicable laws and regulations, particularly when handling sensitive or confidential information.
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
No Education Listed
Number of Employees
501-1,000 employees
