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. No agencies please.
Requirements
- At least one year of experience in a help desk, service desk, or desktop support role, preferably within a law firm or legal department
- Hands-on experience supporting Microsoft 365 applications and Windows 11 in an enterprise environment
- Experience with MFA and SSO authentication, virtual desktop environments, VPN connectivity, and 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
Responsibilities
- Providing timely and professional technical support via phone, email, and in person when available
- Independently researching, diagnosing, troubleshooting, and resolving a broad range of hardware, software, and application-related issues, with appropriate escalation as needed
- Providing day-to-day support for Microsoft Windows, Microsoft 365 applications (including Outlook and Word), and Firm-approved legal and business software
- 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
- Serving as a liaison between Firm personnel and internal IT teams or external vendors to coordinate resolution of more complex technical issues
- Performing basic maintenance and problem management for Firm-issued desktops and laptops
- Troubleshooting recurring issues
- Assisting with application-related projects such as testing, rollouts, and user support initiatives
- Adhering 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
- Participation in a weekend on-call rotation is expected within the first year of employment
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
No Education Listed
