Position Summary: As an on-site 1st Tier Help Desk Specialist for Huff, Powell, & Bailey, you will be the first point of contact for end-users experiencing technical issues. You will be responsible for providing efficient and effective support to resolve their problems and ensure the smooth operation of IT systems. Your role will involve troubleshooting hardware and software issues, assisting with system setups, and escalating complex problems to higher-level support teams as needed. Essential Duties and Responsibilities include but are not limited to the following:

Respond to support requests via phone, email, or ticketing system in a timely and professional manner.
Diagnose and troubleshoot technical issues, including hardware and software.
Provide end-user support for core business applications, including:
- Microsoft 365
- Document management systems (e.g., iManage)
- Zoom
- Adobe Acrobat
Document all support activities, including problem descriptions, solutions, and follow-up actions, in the ticketing system.
Collaborate with other IT team members to resolve complex issues and escalate unresolved problems to the appropriate level of support.
Assist with the installation, configuration, and maintenance of software and peripherals.
Ensure compliance with company IT policies, security standards, and data governance practices, particularly related to document management and access controls. Support onboarding and offboarding processes, including user account setup, device provisioning, and access to systems such as Microsoft 365.
Perform other duties as assigned.

JOB KNOWLEDGE, SKILLS, CORE COMPETENCIES AND EXPECTATIONS:

Strong knowledge of the Windows operating system, as well as common software applications, e.g. MS Office, Adobe, Zoom, etc.
Ability to learn new software quickly, background in legal software is a plus.
Basic understanding of networking concepts and troubleshooting techniques.
Excellent communication, interpersonal, and customer service skills, with the ability to support users at all technical levels.
Strong problem-solving skills, attention to detail, and ability to prioritize tasks in a fast-paced environment. Ability to work independently and as part of a team.

Certification in IT support, such as CompTIA A+ or Microsoft Certified Professional (MCP) a plus. MINIMUM QUALIFICATIONS Education/Experience:

High school diploma or G.E.D.
At least 1 year of experience in a help desk or technical support role

PHYSICAL DEMANDS

Use arms, hands and fingers to perform daily tasks.
Ability to see and hear well (naturally or with correction).
Sitting for extended periods of time in an office environment.
Must be able to lift and carry computer equipment as needed, up to 20 lbs.
Must be able to work in a constant state of alertness and maintain a safe work environment.

The statements above are intended to describe the general nature and level of work being performed by people assigned to this job. They do not constitute an employment agreement between the employer and employee; other duties may be assigned as the needs of the employer and requirements of the job change for the company’s overall benefit.

Huff Powell Bailey is a trial law firm that handles complex litigation involving catastrophic injuries and/or wrongful death, and the firm proudly represents an array of clients, including physicians and other healthcare professionals from every medical specialty. The firm also represents hospitals and other prominent healthcare organizations and institutions, long term care and assisted living providers, product manufacturers, automotive and medical device companies, and numerous primary and excess liability insurance companies. Although the firm has particular expertise defending cases involving medical/professional liability and products liability, the firm also represents clients in matters involving alleged employment discrimination, premises liability, commercial liability, transportation liability and other types of general civil litigation. The distinguishing characteristic that separates Huff Powell Bailey from many other law firms is the firm’s commitment to trial work. The firm’s attorneys have extensive trial experience, and they regularly handle jury trials in venues throughout Georgia, North Carolina and South Carolina. Additionally, several of the firm’s attorneys have developed extensive experience handling high profile appeals, and they regularly appear as lead counsel or counsel for amicus curiae in the state and federal appellate courts for the states of Georgia, North Carolina and South Carolina. Huff Powell Bailey also has partners who have national trial practices and appear in and try cases in other states throughout the country.

Help Desk Specialist - 1st Tier

Help Desk Specialist - 1st Tier

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