Help Desk Agent

Polsinelli

Help Desk Agent providing technical support to users in a law firm environment with focus on detail and communication. Involves problem-solving for hardware and software issues, enhancing user experience.

Posted 7/3/2026full-timeAtlanta • Alabama, Arizona, California, Colorado, District of Columbia, Florida, Illinois, Massachusetts, Montana, New York, North Carolina, Pennsylvania, South Carolina, Tennessee, Texas, Utah, Washington • 🇺🇸 United StatesJunior💰 $55,000 - $65,000 per yearWebsite

About the role

Key responsibilities & impact

Respond to requests for technical assistance in person, via phone, and email.
Identify and escalate situations requiring urgent attention, redirecting problems to the appropriate resource.
Diagnose and resolve technical hardware and software issues, assisting end-users with technical and application functionality questions.
Research questions using available information resources.
Follow standard help desk procedures and recommend changes for continuous improvement.
Log/track all support requests and document resolutions in Helpdesk Ticketing System.
Proactively identify process improvement opportunities and support continuous improvement initiatives.
Engage in formal and informal knowledge transfer.
Build and maintain productive client relationships with all firm users.
Stay current with system information, changes, and updates.

Requirements

What you’ll need

A minimum of one (1) year of experience in helpdesk support, preferably within a law firm or professional services organization.
A college degree in Information Systems, Technology, or related field is strongly preferred, however, candidates with equivalent experience will be considered.
Proficiency in Microsoft desktop products, including Microsoft Desktop Operating Systems (Windows 10) and higher and Office 365 preferred.
Experience with MS Outlook E-mail Client operating in Microsoft O365 Exchange environment.
Experience with SCCM software deployment tools.
Ability to perform basic administration tasks related to Active Directory account management.
Ability to work independently and collaboratively in a teamwork/collaborative style and environment.
Experience with iManage, Kofax, and Litera software operations.
Working knowledge of video conferencing platforms such as Zoom and MS Teams.
Experience working with Help Desk ticketing solutions.
Familiarity with Mimecast a plus.

Benefits

Comp & perks

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 (varies depending on location)
401(k) benefits
Employee assistance benefits

ATS Keywords

✓ Tailor your resume

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools

Technical AssistanceTroubleshootingHelp Desk Ticketing SolutionsApplication Functionality SupportProcess Improvement

Soft Skills

Team CollaborationClient Relationship BuildingCommunication