Service Desk Support Technician - Remote

Position Overview

The Service Desk Support Technician at Perkins Coie LLP is a key member of the Immediate Response Team, responsible for managing and resolving support requests across the firm. This role focuses on providing high-quality service and efficient routing of support requests to enhance the overall user experience. The technician will work remotely, primarily handling technical issues and ensuring effective communication and documentation of support cases.

Key Responsibilities

• Quickly resolve end-user issues that come into the team over the phone, through e-mail, or potentially via chat.
• Handle approximately 275 daily support requests with other team members via various communication channels.
• Properly and thoroughly document all elements of a support case in the Incident Management System (ServiceNow).
• Prioritize properly and communicate effectively, escalating 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 creating and editing Service Desk processes and procedures, including knowledge base articles.

Required Qualifications

• Associate's or bachelor's degree preferred.
• One year of experience in a technical support environment or equivalent.
• Solid functional knowledge of standard PC hardware and software used in office environments preferred.
• A+, Network+, MCSE, or equivalent technical education strongly preferred.
• Law firm experience is beneficial.

Preferred Qualifications

• Experience with advanced technical information assimilation and organization.
• Strong troubleshooting skills using technical manuals and online vendor knowledge bases.
• Knowledge of computer hardware and peripherals, including testing and troubleshooting complex hardware configurations.
• Familiarity with software including operating systems and the Windows Registry.

Benefits & Perks

• Medical insurance
• Dental insurance
• Vision insurance
• Tuition reimbursement
• 401(k) plan
• Accrued paid time off starting at 20 days annually
• Personal medical leave
• Parental leave
• Up to ten paid holidays
• Family care benefits
• Annual discretionary bonus