Service Desk Support Technician

Perkins Coie•Boise, ID

13d

About The Position

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

Requirements

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.
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.

Nice To Haves

An associate or bachelor’s degree is preferred.
A+, Network+, MCSE, or equivalent technical education strongly preferred.
Law firm experience is beneficial.

Responsibilities

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.