Help Desk Analyst

Nelson Mullins Riley & Scarborough; Atlanta (GA); On-site; USD 50,000 - 70,000; Full time

Job summary

Nelson Mullins Riley & Scarborough is seeking a Help Desk Analyst to deliver first- and second-line IT support for firm personnel. You will diagnose hardware, software, and system issues, support Microsoft 365 and Windows 11, and document resolutions in ServiceNow.

The role emphasizes customer service, clear communication, and secure handling of information. The position may involve occasional travel (up to 10%) and a rotating weekend on-call schedule after the first year, with opportunities to

Qualifications

• 1–3+ years of Help Desk or Desktop Support experience.
• Experience supporting Microsoft 365 and Windows 11.
• Familiar with MFA, SSO, VPN, and VDI.
• Customer-focused with strong communication and troubleshooting skills.

Responsibilities

• Serve as the 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 to appropriate teams and document tickets in ServiceNow.
• Assist with technology projects, software rollouts, and user support initiatives.
• Occasional travel up to 10% and rotating weekend on-call after year one.

Skills

Customer service

Communication skills

Problem solving

Attention to detail

Team collaboration

Tools

ServiceNow

Microsoft 365

Windows 11

MFA

SSO

VPN

VDI

Job description

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.

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.

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.

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.