Wicker Smith · 15 hours ago
Help Desk Technician
Atlanta, GA
Full-time
Hybrid
Entry Level
1+ years expWicker Smith is a law firm established in 1952, known for its exceptional legal services and collaborative environment. They are seeking a Level 1 Help Desk Technician to provide front-line support and troubleshooting for their 800-person staff across 15 offices, ensuring timely resolution of technical issues in a fast-paced legal setting.
ConsultingLegal
Hiring Manager
Allyson Adams
Responsibilities
Respond to incoming HelpDesk tickets, user requests, and support calls
Provide first-level troubleshooting for Windows 11 desktops/laptops, Office 365 applications, printers, network connectivity, and basic hardware issues
Document all work in the HelpDesk system with clear, complete notes
Escalate complex or unresolved issues to Level 2/Level 3 staff as appropriate
Follow established IT processes, SLAs, and escalation paths
Diagnose and resolve:
Windows 11 user issues (profile, updates, apps, login, performance)
Microsoft 365 issues (Outlook, Teams, OneDrive, Word/Excel/PowerPoint)
Basic network issues (IP/DNS/Gateway, Wi-Fi, VPN basics)
Internet/browser troubleshooting
Printer and scanner issues (driver resets, queues, connectivity)
Limited Mac troubleshooting of remote devices
Assist with password resets, MFA support, and account unlocks
Deliver friendly, professional, and patient support for attorneys and staff
Communicate technical information to non-technical users clearly and effectively
Maintain a calm, solution-focused approach when handling urgent or high-stress issues
Follow firm security policies, including MFA, data protection, and acceptable use
Assist with onboarding/offboarding tasks (account creation, equipment prep)
Help maintain accurate asset tracking for desktops, laptops, and peripherals
Qualification
Required
Hands-on experience with Windows 10/11 troubleshooting
Working knowledge of Microsoft Office 365 (Outlook, Teams, OneDrive)
Basic understanding of networking fundamentals (IP/DNS/Gateway, Wi-Fi, VPN basics)
Basic understanding of Internet/browser troubleshooting
Basic understanding of common printer/scanner issues
Familiarity with HelpDesk/ticketing systems
Strong customer service mindset
Excellent communication skills (written and verbal)
Ability to multitask in a high-volume support environment
Strong attention to detail and reliable follow-through
1–2 years of IT support experience preferred
Work hours are 9:00 AM – 5:00 PM on-site, with occasional flexibility during maintenance windows
Hybrid support model: remote tools and potential onsite coverage
Must be able to lift/move typical IT equipment (PCs, monitors, peripherals)
Preferred
Professional services support experience (law firm, accounting firm, finance, etc.) is a plus but not required
Benefits
Competitive pay and benefits
Endless possibilities for growth
Company
Wicker Smith
Wicker Smith's goal is to provide legal services of exceptional quality and creativity to their clients.
501-1000 employees
H1B Sponsorship
Wicker Smith has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2024 (2)
Funding
Current Stage
Late StageLeadership Team
Liz C. Messianu
Partner
Recent News
Company data provided by crunchbase