Help Desk Analyst

EducationCounsel LLC; Atlanta (GA); On-site; USD 52,000 - 70,000; Full time

Job summary

Nelson Mullins Riley & Scarborough LLP is seeking a Help Desk Analyst to provide tiered technical support to firm personnel. The role covers Windows 11, Microsoft 365, MFA, SSO, VPN, and VDI, with strong emphasis on customer service and concise, user-friendly communication.

The ideal candidate has 1–3+ years of help desk or desktop support experience, preferably in a law firm environment, and will contribute to technology rollouts and ongoing user support while ensuring strict security policies

Qualifications

• 1–3+ years in Help Desk or Desktop Support, ideally in a professional services environment.
• Hands-on experience with Microsoft 365, Windows 11, MFA, SSO, VPN, VDI, and mobile device support.

Responsibilities

• Serve as first point of contact for technical support via phone, email, and in person.
• Diagnose, troubleshoot, and resolve hardware, software, and application issues; escalate complex matters as needed.
• Maintain accurate ticket documentation and tracking in ServiceNow.
• Collaborate with internal IT teams and external vendors on issues and projects.
• Adhere to security standards and firm policies when handling sensitive information.
• Occasional travel up to 10% and rotating weekend on-call after first year.

Skills

Help Desk experience (1-3+ years)

Windows 11 support

Microsoft 365 support

MFA / SSO / VPN

VDI / mobile device support

ITIL-style ticketing

Ticketing systems (ServiceNow)

Customer service & communication

Tools

ServiceNow

Job description

Overview

Nelson Mullins, an AmLaw 100 firm, 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.

A Day in the Life

Serves as the first point of contact for technical support, providing timely assistance to firm personnel via phone, email, and in person. Diagnose, troubleshoot, and resolve hardware, software, and application issues, escalating complex matters as needed. Support Microsoft Windows, Microsoft 365 applications, and firm-approved legal and business software while maintaining accurate ticket documentation and tracking in ServiceNow.

Communicate regularly with users to provide updates and ensure timely resolution of requests. Collaborate with internal IT teams and external vendors to address complex technical issues, perform routine maintenance and troubleshooting of firm-issued computers, and assist with technology projects, software rollouts, and user support initiatives. Adhere to firm policies and security standards when handling sensitive information. This role may require occasional travel (up to 10%) and participation in a rotating weekend on-call schedule after the first year.

We Know You

The ideal candidate has 1-3+ years of Help Desk or Desktop Support experience, preferably in a law firm or professional services environment.

Candidates should have hands‑on experience supporting Microsoft 365, Windows 11, and legal technology platforms, along with knowledge of MFA, SSO, VPN, VDI, and mobile device support.

Success in this role requires strong customer service and communication skills, a solid understanding of ITIL-based support practices and ticketing systems, and the ability to translate technical issues into clear, user-friendly solutions. Attention to detail, professionalism, and discretion when handling confidential information are essential.

Who We Are

With more than 1,000 attorneys, policy advisors, e-discovery professionals and other business professionals across offices in California, Colorado, the District of Columbia, Florida, Georgia, Illinois, Maryland, Massachusetts, Minnesota, New York, Ohio, Pennsylvania, Tennessee, Texas, West Virginia, and throughout North Carolina and South Carolina, Nelson Mullins has strong roots in the business community and an appreciation for new directions in the business world.