Service Desk Support Technician

Perkins Coie has an immediate opening for a Service Desk Support Technician. The individual in this role will serve as a member of the Immediate Response Team (Service Desk) designed to be a “top of the funnel” concept for all support requests across the firm. The Service Desk Support Technician will become proficient in routing all support requests to a standard and centralized Support Desk in an effort to maximize resources in the local offices and allow for higher quality desk-side/concierge-level service as well as a more dynamic A/V experience.

This Service Desk Support Technician will work Sunday to Thursday, 9:30 a.m. to 6:00 p.m. PST

ESSENTIAL FUNCTIONS

These essential functions are primary job duties that incumbents must be able to perform unassisted or with some reasonable accommodation.

• Quickly resolve end-user issues that come into the team over the phone, through email, or potentially via chat.

• Handle approximately 220 daily support requests with other team members via various communication channels.

• Properly and thoroughly document all elements of a support case within the Incident Management System (ServiceNow).

• Prioritize properly and communicate effectively. Escalate issues as appropriate.

• Ensure user requests and issues are clearly documented in tickets and create written documentation for hardware and software installations or other technical matters as requested.

• Assist in the creation and editing of Service Desk processes and procedures including Knowledge Base articles.

• Perform other duties, as assigned.

• Be present at work during regularly scheduled working hours and as needed in the position, consistent with the firm’s attendance expectations.

SPECIFIC SKILLS REQUIRED

• Knowledge of Microsoft Windows 11 and Microsoft Office 365 within a professional services organization.

• Knowledge and support of Apple MacBooks and Mac OS.

• Knowledge and support of various mobile email devices (iOS and Android).

• Knowledge of computer hardware and peripherals, including the ability to test and troubleshoot a variety of complex hardware configurations.

• Ability to communicate effectively both orally and in writing.

• Ability to quickly assimilate advanced technical information and organize and prioritize multiple competing deadlines.

• Troubleshooting skills, including the ability to use a wide variety of resources including technical manuals, online vendor knowledge bases, and specification documents.

• Knowledge of computer hardware and peripherals, including the ability to test and troubleshoot a variety of complex hardware configurations.

EDUCATION, LICENSES, CERTIFICATIONS, AND EXPERIENCE

• An associate or bachelor’s degree is preferred. 

• Requires one year of experience in a technical support environment or equivalent. 

• Solid functional knowledge of standard PC hardware and software used in office environments. 

• A+, Network+, MCSE, or equivalent technical education strongly preferred.

• Law firm experience is beneficial.

At Perkins Coie, we look for self-motivated individuals dedicated to providing value and superior service and who have a high degree of integrity and enthusiasm for their work. We have created a company culture based on collaboration, devotion to serving our clients, and mutual respect. Perkins Coie is committed to advancing diversity and inclusion both within the firm and throughout our collective communities. Work with one of the 100 Best Companies to Work For and receive great health insurance, tuition reimbursement, and paid sabbaticals. 

This position is eligible for an annual discretionary bonus, 401(k) plan, medical, dental, and vision insurance, accrued paid time off plan starting at 20 days annually, personal medical and parental leave, up to 10 paid holidays, and family care benefits. More information regarding benefits and programs may be found here.