Baker Donelson · 2 days ago
Help Desk Specialist - Any office location within the Firm's footprint
Princeton, New Jersey, United States
Full-time
Onsite
Mid Level
3+ years expBaker Donelson is a legal firm seeking a Help Desk Specialist to provide technical support to end users. The role involves diagnosing and resolving technology issues, documenting solutions, and maintaining a high level of customer service while handling sensitive information.
AdviceConsultingIntellectual PropertyLegalProfessional ServicesTransportation
Responsibilities
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, 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
Other duties as assigned
Qualification
Required
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
Working knowledge of document management systems; NetDocuments experience preferred
Proficiency in Outlook, Word, Excel, and PowerPoint; familiarity with advanced Word functions used in legal work (e.g., styles, legal numbering, and tables)
Demonstrated ability to investigate problems, apply logical troubleshooting, and deliver timely resolution
Excellent written and verbal communication skills; ability to explain technical concepts to non-technical users
Strong service orientation with the ability to remain calm, professional, and effective in a fast-paced environment
High degree of accuracy and quality in technical work and documentation
Ability to type at least 40 wpm
Must be authorized to work in the United States
Ability to work effectively in a team environment
Preferred
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
Company
Baker Donelson
Baker Donelson provides a range of legal services and matters.
1001-5000 employees
H1B Sponsorship
Baker Donelson 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
2021 (1)
Funding
Current Stage
Late StageLeadership Team
Patton Hahn
Shareholder
Recent News
bloomberglaw.com
2025-12-16
Company data provided by crunchbase