Legal IT Service Desk Specialist

Arnall Golden Gregory LLP; Atlanta (GA); On-site; USD 52,000 - 76,000; Full time

Job summary

Arnall Golden Gregory LLP in Atlanta seeks a Service Desk Analyst to provide both remote and deskside IT support for attorneys and staff across current and future locations. You will manage incidents in the ITSM platform, document work, and help ensure high service levels while handling escalation for critical issues.

The role requires strong Microsoft Office skills, experience with ServiceNow, ITIL familiarity, and the ability to communicate effectively with users at all levels in a legal

Qualifications

• Previous experience with matter‑centric computing in a legal environment preferred.
• Experience with NetDocuments preferred.
• Excellent time management skills and communication skills.
• Commitment to cooperative team approach.

Responsibilities

• Serve as a point of contact for users seeking support for incidents and requests.
• Provide endpoint, application, access, and workplace technology support via phone, email, chat, remote, and deskside.
• Oversee ticket queues and resolve issues in ServiceNow ITSM.
• Assist with after-hours on-call support on a rotation schedule.
• Document processes and contribute to knowledge base and SOP guides.

Skills

ITSM

Incident management

End user support

Microsoft Office

ServiceNow

ITIL

Communication skills

Team collaboration

Tools

ServiceNow

Windows

Office 365

Job description

Arnall Golden Gregory LLP in Atlanta seeks a Service Desk Analyst to provide both remote and deskside IT support for attorneys and staff across current and future locations. You will manage incidents in the ITSM platform, document work, and help ensure high service levels while handling escalation for critical issues.

The role requires strong Microsoft Office skills, experience with ServiceNow, ITIL familiarity, and the ability to communicate effectively with users at all levels in a legal