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. Responsibilities
Serve as the primary point of contact for Firm personnel, providing timely and professional technical support via phone, email, and in person when available. Independently research, diagnose, troubleshoot, and resolve a broad range of hardware, software, and application-related issues, with appropriate escalation as needed. Provide day-to-day support for Microsoft Windows, Microsoft 365 applications (including Outlook and Word), and Firm-approved legal and business software. 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 with status updates. Act 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. Adhere to Firm policies, technology standards, and applicable laws and regulations, particularly when handling sensitive or confidential information. Occasional travel 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. Qualifications
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, and the ability to explain technical concepts clearly 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. Additional information: With more than 1,000 attorneys, policy advisors, e-discovery professionals, and other business professionals across offices in multiple states, Nelson Mullins has strong roots in the business community and an appreciation for new directions in the business world. No agencies please.
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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. Responsibilities
Serve as the primary point of contact for Firm personnel, providing timely and professional technical support via phone, email, and in person when available. Independently research, diagnose, troubleshoot, and resolve a broad range of hardware, software, and application-related issues, with appropriate escalation as needed. Provide day-to-day support for Microsoft Windows, Microsoft 365 applications (including Outlook and Word), and Firm-approved legal and business software. 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 with status updates. Act 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. Adhere to Firm policies, technology standards, and applicable laws and regulations, particularly when handling sensitive or confidential information. Occasional travel 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. Qualifications
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, and the ability to explain technical concepts clearly 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. Additional information: With more than 1,000 attorneys, policy advisors, e-discovery professionals, and other business professionals across offices in multiple states, Nelson Mullins has strong roots in the business community and an appreciation for new directions in the business world. No agencies please.
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