Help Desk Analyst

Responsibilities

• Communicate effectively with users, partnering with internal teams to diagnose and resolve a wide range of computer, software, and system-related problems.
• Independently research, diagnose, troubleshoot, and resolve a broad range of hardware, software, and application-related issues, with appropriate escalation as needed.
• 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, and set expectations and provide 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, and assist with application-related projects such as testing, rollouts, and user support initiatives.

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.

Qualifications

The ideal candidate will have a strong customer service mindset, excellent verbal and written communication skills, and the ability to clearly explain technical concepts to non-technical users. High attention to detail, strong documentation and follow-through skills, and the ability to handle confidential and sensitive information with professionalism and discretion are required.

Benefits

Hybrid or Remote options available for the right candidate. 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.

Pay

Nelson Mullins offers competitive compensation and benefits packages.

Schedule

The role is available on a hybrid or remote basis, with occasional travel required.