Help Desk Specialist - Any office location within the Firm's footprint

Baker Donelson
Winston-Salem, GA
Job Description
The Help Desk Specialist diagnoses and resolves technology issues, tracks incidents through resolution, documents solutions for the Knowledge Base, and provides a high level of customer service while handling sensitive and confidential information.

Requirements

  • Provide prompt, courteous, and effective support to end users via telephone, email, and remote access tools.
  • Serve as a first point of contact for technical issues; gather information, assess impact/urgency, and troubleshoot to resolution.
  • Communicate clearly with users of varying technical skill levels, including attorneys and legal staff.
  • Escalate issues to appropriate resources when necessary, maintaining ownership and follow-through.
  • Support Windows 11 devices and Firm-standard applications, including Microsoft 365 applications with emphasis on Teams, Outlook, Word, Excel, and PowerPoint.
  • Provide support for Copilot-enabled workflows and features within the Firm’s Microsoft 365 environment as applicable.
  • Support the Firm’s document management system, NetDocuments, including basic troubleshooting and user assistance.
  • Track incidents through resolution using the Firm’s ticketing/incident process; update tickets with clear notes, steps taken, and outcomes.
  • Create and maintain written solutions and how-to documentation for the Knowledge Base to promote consistency and efficiency.
  • Maintain a basic knowledge and skill in the use of all software and hardware that is considered Firm standard.
  • Handle sensitive and/or confidential documents and information with discretion and in accordance with Firm policies.
  • Maintain professional demeanor and strong customer service standards consistent with the Firm’s service culture.

Benefits

  • Generous Paid Time Off
  • 401k Matching
  • Retirement Plan
  • Visa Sponsorship
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