Help Desk Specialist - office Firm's footprint

Baker, Donelson, Bearman, Caldwell, & Berkowitz PC has an immediate opening for a Help Desk Specialist at any office location within the Firm’s footprint. 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.

Essential functions are primarily job duties that incumbents must be able to perform unassisted or with some reasonable accommodation made by the employer.

• 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. Research technical issues and document solutions in a timely manner.
• 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, Net Documents, 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.
• Other duties as assigned.

• Experience:
  
  Three (3) or more years of technology-related experience in a legal environment preferred. Equivalent customer-facing IT support experience will be considered; training may be provided depending on the candidate’s experience supporting attorneys and legal staff.
• Document Management:
  Working knowledge of document management systems;
  Net Documents experience preferred.
• Microsoft 365 Applications:
  Proficiency in Outlook, Word, Excel, and PowerPoint; familiarity with advanced Word functions used in legal work (e.g., styles, legal numbering, and tables).
• Troubleshooting:
  Demonstrated ability to investigate problems, apply logical troubleshooting, and deliver timely resolution.
• Communication:
  Excellent written and verbal communication skills; ability to explain technical concepts to non-technical users.
• Customer Service:
  Strong service orientation with the ability to remain calm, professional, and effective in a fast-paced environment.
• Attention to Detail:
  High degree of accuracy and quality in technical work and documentation.
• Typing Requirement:
  Ability to type at least 40 wpm.
• Authorization:
  Must be authorized to work in the United States.
• Other:
  Ability to work effectively in a team environment.

• Experience supporting attorneys and legal staff in a law firm environment.
• Familiarity with legal technology systems and legal workflows (document/email filing, confidentiality considerations).
• Experience writing or maintaining Knowledge Base articles and standard support documentation.