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About the Role

Polsinelli is seeking a Help Desk Agent to join their dynamic team. This role is crucial for providing technical assistance and ensuring end-users have a seamless experience with the firm's technology.

Responsibilities

• 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 and 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

• A minimum of one (1) year of experience in helpdesk support, preferably within a law firm or professional services organization.
• 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.

Skills

• Excellent communication skills
• Excellent time management skills
• Focus on end-user needs
• Microsoft desktop products
• Microsoft Desktop Operating Systems (Windows 10)
• Office 365
• MS Outlook E-mail Client
• Microsoft O365 Exchange
• SCCM software deployment tools
• Active Directory account management
• iManage
• Kofax
• Litera software
• Zoom
• MS Teams
• Help Desk ticketing solutions
• Mimecast

Location

• Remote
• Hybrid

Work Type

• Second-shift
• Full-time

Experience Level

• 1 year of experience in helpdesk support

Education Level

• College degree in Information Systems, Technology, or related field strongly preferred
• Equivalent experience will be considered

Salary/Compensations

• $55,000 - $65,000

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

About the Company

• At Polsinelli, What a Law firm Should Be is not just our tagline, it is what we live every day.
• We strive to create an environment where our team members are encouraged to bring their creativity and professional passions into the workplace so they can thrive.

Equal Opportunity

• Polsinelli PC is an Equal Opportunity Employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability, protected veteran status, or any other characteristic protected by law.