Help Desk Analyst
Nelson Mullins is seeking a Help Desk Analyst to provide technical support to Firm personnel. This role involves effective communication with users, collaboration with internal teams, and troubleshooting a wide range of computer, software, and system-related issues. The ideal candidate is customer-focused, detail-oriented, and comfortable handling both routine requests and complex technical challenges in a fast-paced environment.
The Help Desk Analyst serves as the primary point of contact for Firm personnel, delivering timely and professional technical support via phone, email, and in person when available. Responsibilities include diagnosing and resolving hardware, software, and application-related issues, supporting Microsoft Windows, Microsoft 365 applications, and Firm-approved legal and business software. The role also involves logging and managing Help Desk requests in ServiceNow, maintaining clear communication with users, and coordinating with internal IT teams or external vendors for complex issues. Additional duties encompass basic maintenance of Firm-issued desktops and laptops, troubleshooting recurring issues, and assisting with application-related projects such as testing and rollouts. Adherence to Firm policies and participation in a weekend on-call rotation are expected.
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. Hands-on experience supporting Microsoft 365 applications and Windows 11 in an enterprise environment is required. Familiarity with MFA and SSO authentication, virtual desktop environments, VPN connectivity, and mobile device support for iOS and Android is essential. Strong customer service skills, excellent verbal and written communication abilities, and the capacity to explain technical concepts to non-technical users are crucial. High attention to detail, strong documentation skills, and the ability to handle confidential information with professionalism are also required.
Nelson Mullins offers a comprehensive benefits package, including healthcare, retirement plans, and paid time off. The Firm is dedicated to transparent and fair compensation practices, with pay determined by factors such as experience, skills, and location. Employees may also be eligible for merit-based raises and additional benefits.
With more than 1,000 attorneys, policy advisors, e-discovery professionals, and other business professionals across multiple offices, Nelson Mullins has strong roots in the business community and an appreciation for new directions in the business world. The Firm fosters a collaborative and supportive environment, providing opportunities for professional development and growth.