Help Desk Agent

*Polsinelli does not accept unsolicited resumes from search firms or agencies. Please, no phone calls or emails.*

At Polsinelli, *What a Law firm Should Be* is not just our tagline, it is what we live every day. We strive to create an environment where our team members are encouraged to bring their creativity and professional passions into the workplace so they can thrive. Are you a people person who has a keen eye for detail, thrives in a professional environment and wants to be part of a dynamic team? We have the perfect role for an engaging professional like you!

Polsinelli is seeking a Help Desk Agent. This role can be hired as remote or hybrid, provided the candidate is in a state/jurisdiction wherein we practice. This is a second-shift position. The hours are 11-7 PM CT M-F. Prior law experience or work in a similar professional setting is highly preferable. The successful candidate will exhibit excellent communication and time management skills with a focus on end-user needs.

#### CORE RESPONSIBILITIES

• Respond to requests for technical assistance in person, via phone, and email.
• Identify and escalate situations requiring urgent attention, redirecting problems to the appropriate resource.
• Diagnose and resolve technical hardware and software issues, assisting end-suers with technical and application functionality questions.
• Research questions using available information resources.
• Follow standard help desk procedures and recommend changes for continuous improvement.
• Log/track all support requests and document resolutions in Helpdesk Ticketing System.
• Proactively identify process improvement opportunities and support continuous improvement initiatives.
• Engage in formal and informal knowledge transfer.
• Build and maintain productive client relationships with all firm users.
• Stay current with system information, changes, and updates.

#### QUALIFICATIONS AND SKILLS

• A minimum of one (1) year of experience in helpdesk support, preferably within a law firm or professional services organization.
• A college degree in Information Systems, Technology, or related field is strongly preferred, however, candidates with equivalent experience will be considered.
• Proficiency in Microsoft desktop products, including Microsoft Desktop Operating Systems (Windows 10) and higher and Office 365 preferred.
• Experience with MS Outlook E-mail Client operating in Microsoft O365 Exchange environment.
• Experience with SCCM software deployment tools.
• Ability to perform basic administration tasks related to Active Directory account management.
• Ability to work independently and collaboratively in a teamwork/collaborative style and environment.
• Experience with iManage, Kofax, and Litera software operations.
• Working knowledge of video conferencing platforms such as Zoom and MS Teams.
• Experience working with Help Desk ticketing solutions.
• Familiarity with Mimecast a plus.

The budgeted salary range for this position is $55,000 - $65,000.

As part of full-time employment associated with this position, Polsinelli PC offers the following benefits: Paid time off, sick time off, a referral program, medical insurance and benefits, dental insurance, vision insurance, life insurance, AD&D insurance, ID Theft insurance, long-term disability benefits, short-term disability benefits, Parking/Transit reimbursement (varies depending on location), 401(k) benefits, and employee assistance benefits.

*Polsinelli PC is an Equal Opportunity Employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability, protected veteran status, or any other characteristic protected by law.*

#### Experience

Required* 1 year(s): Experience in helpdesk support, preferably within a law firm or professional services organization.

#### Education

Required* Bachelor's or better in Management Information Systems or related field * Bachelor's or better in Technology Management Services or related field * Bachelor's or better in Information Technology or related field

#### Behaviors

Preferred* Team Player: Works well as a member of a group * Loyal: Shows firm and constant support to a cause * Detail Oriented: Capable of carrying out a given task with all details necessary to get the task done well * Dedicated: Devoted to a task or purpose with loyalty or integrity

#### Motivations

Preferred* Self-Starter: Inspired to perform without outside help * Flexibility: Inspired to perform well when granted the ability to set your own schedule and goals * Ability to Make an Impact: Inspired to perform well by the ability to contribute to the success of a project or the organization

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities

This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights (https://www.eeoc.gov/poster) notice from the Department of Labor.