Help Desk Analyst
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Job Location:
Columbia, IN - USA
Monthly Salary:
Not Disclosed
Posted on:
9 hours ago
Vacancies:
1 Vacancy
Job Summary
Overview
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.**
A Day in the Life
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.
We Know You
The ideal candidate will have at least one year of experience in a help desk service desk or desktop support role preferably within a law firm or legal department and possess hands-on experience supporting Microsoft 365 applications and Windows 11 in an enterprise environment. The role requires experience with MFA and SSO authentication virtual desktop environments VPN connectivity and mobile device support for iOS and Android. Candidates must demonstrate 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.
Who We Are
With more than 1000 attorneys policy advisors e-discovery professionals and other business professionals across offices in California Colorado the District of Columbia Florida Georgia Illinois Maryland Massachusetts New York Pennsylvania Tennessee Texas West Virginia and throughout North Carolina and South Carolina Nelson Mullins has strong roots in the business community and an appreciation for new directions in the business world.
Required Experience:
IC
Key Skills
- user account
- Active Directory
- Customer Service
- Information Technology
- desk support
- End user
- Project Management
- Phone Calls
- service levels agreement
- Desk Staff
- Ltil
- Procedures
- Setup
- hardware
- Technical Support
About Company
Nelson Mullins contributes to our clients’ success through flexibility, business sense and tireless advocacy, working together towards the same goals.
