Help Desk Agent

Polsinelli is seeking a Help Desk Agent. This role can be hired as remote or hybrid, provided the candidate is in a state/jurisdiction wherein we practice. This is a second‑shift position. The hours are 11‑7 PM CT M‑F. Prior law experience or work in a similar professional setting is highly preferable. The successful candidate will exhibit excellent communication and time management skills with a focus on end‑user needs. Core Responsibilities Respond to requests for technical assistance in person, via phone, and email. Identify and escape 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. Qualifications and Skills 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 a related field is strongly preferred; however, candidates with equivalent experience will be considered. Proficiency in Microsoft desktop products, including 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 team‑oriented 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 is a plus. The budgeted salary range for this position is $55,000–$65,000. As part of full‑time employment associated with this position, Polsinelli PC offers the following benefits: paid time off, sick time off, a 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, and employee assistance benefits. 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. #J-18808-Ljbffr