Help Desk Agent

Polsinelli PC supports a remote or hybrid work setup in Atlanta, GA, with a second shift (11:00–7:00 CT, M-F). This Help Desk Agent role provides end-user IT support to firm users, backed by a competitive USD 55,000–65,000 yearly salary and a comprehensive benefits package that supports your health, financial security, and work-life balance.

Benefits

• Paid time off
• Sick time off
• Referral program
• Medical insurance and benefits
• Dental insurance
• Vision insurance
• Life insurance
• AD&D insurance
• ID Theft insurance
• Long-term disability benefits
• Short-term disability benefits
• Parking/Transit reimbursement
• 401(k) benefits
• Employee assistance benefits

Core Responsibilities

• Provide prompt technical assistance to users in person, by phone, and by email
• Identify urgent issues and escalate to the appropriate resource
• Diagnose and resolve hardware and software problems; assist with application functionality questions
• Research questions using available information resources
• Follow standard help desk procedures and contribute ideas for process improvements
• Log and track all support requests and document resolutions in the Helpdesk ticketing system
• Proactively identify opportunities to improve processes and support continuous improvement initiatives
• Engage in formal and informal knowledge transfer
• Build and maintain productive relationships with all firm users
• Stay current with system information, changes, and updates

Qualifications and Skills

• Minimum of one year in helpdesk support, preferably within a law firm or professional services organization
• Proficiency in Microsoft desktop products, including Windows 10 or higher and Office 365 suite
• Experience with MS Outlook in a Microsoft O365 Exchange environment
• Experience with SCCM software deployment tools
• Ability to perform basic Active Directory administration tasks
• Ability to work independently and collaboratively in a team-oriented environment
• Experience with iManage, Kofax, and Litera software operations
• Working knowledge of Zoom and MS Teams for video conferencing
• Experience with Help Desk ticketing solutions
• Familiarity with Mimecast is a plus

Experience

• 1 year(s): Experience in helpdesk support, preferably within a law firm or professional services organization

Education

• Bachelor's or better in Management Information Systems or related field
• Bachelor's or better in Technology Management Services or related field
• Bachelor's or better in Information Technology or related field

Behaviors

• Team Player: Works well as a member of a group
• Loyal: Shows firm and constant support to a cause
• Detail Oriented: Carries out tasks with attention to necessary details
• Dedicated: Committed to tasks with integrity

Motivations

• Self-Starter: Driven to perform with limited outside direction
• Flexibility: Performs well when able to set own schedule and goals
• Ability to Make an Impact: Motivated by contributing to project or organizational success