Help Desk Specialist - 1st Tier

Huff Powell & Bailey, LLC • Atlanta, GA

2h • Onsite

About The Position

As an on-site 1st Tier Help Desk Specialist for Huff, Powell, & Bailey, you will be the first point of contact for end-users experiencing technical issues. You will be responsible for providing efficient and effective support to resolve their problems and ensure the smooth operation of IT systems. Your role will involve troubleshooting hardware and software issues, assisting with system setups, and escalating complex problems to higher-level support teams as needed.

Requirements

• High school diploma or G.E.D.
• At least 1 year of experience in a help desk or technical support role
• Strong knowledge of the Windows operating system, as well as common software applications, e.g. MS Office, Adobe, Zoom, etc.
• Ability to learn new software quickly
• Basic understanding of networking concepts and troubleshooting techniques.
• Excellent communication, interpersonal, and customer service skills, with the ability to support users at all technical levels.
• Strong problem-solving skills, attention to detail, and ability to prioritize tasks in a fast-paced environment.
• Ability to work independently and as part of a team.

Nice To Haves

• Background in legal software is a plus.
• Certification in IT support, such as CompTIA A+ or Microsoft Certified Professional (MCP) a plus.

Responsibilities

• Respond to support requests via phone, email, or ticketing system in a timely and professional manner.
• Diagnose and troubleshoot technical issues, including hardware and software.
• Provide end-user support for core business applications, including: Microsoft 365, Document management systems (e.g., iManage), Zoom, Adobe Acrobat.
• Document all support activities, including problem descriptions, solutions, and follow-up actions, in the ticketing system.
• Collaborate with other IT team members to resolve complex issues and escalate unresolved problems to the appropriate level of support.
• Assist with the installation, configuration, and maintenance of software and peripherals.
• Ensure compliance with company IT policies, security standards, and data governance practices, particularly related to document management and access controls.
• Support onboarding and offboarding processes, including user account setup, device provisioning, and access to systems such as Microsoft 365.
• Perform other duties as assigned.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED