Job Description: At Perkins Coie, we look for individuals that are self-motivated, dedicated to providing value and superior services and, above all, people who have a high degree of integrity and enthusiasm for their work. We've created a company culture that is 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 for one of the 100 Best Workplaces in America, get great health insurance, tuition reimbursement, your birthday off, and paid sabbaticals.
GENERAL PURPOSE Perkins Coie has an immediate opening for a Technology Service Analyst to serve as a member of the Service Desk team, which processes and resolves incoming user support issues and questions in a timely manner; helps perform administration and maintenance duties for the Firm's systems infrastructure; installs, moves, changes, and removes hardware and software within the local offices. This position provides an exceptional level of customer support as well as project, conference, and other assistance as needed.
ESSENTIAL FUNCTIONS • Quickly resolve end-user issues that come into the group over the phone, through e-mail, or through face-to-face interactions. • Provide status and communicate incident resolution to users. • Track issues and document troubleshooting efforts using a ticketing system. • Escalate issues as appropriate, and manage queues as assigned. • Clearly document user requests and issues in tickets and draft Knowledge Base articles as appropriate. • Perform basic monitoring functions to verify the health of systems.
SPECIFIC SKILLS REQUIRED • Knowledge of Microsoft Windows 10 and Microsoft Office 2016 within a professional services organization. • Knowledge and support of Apple MacBooks and Mac OS. • Knowledge and support of various mobile email devices (iOS, Android, Windows phone, etc.). • Knowledge of hardware (desktop/laptop) deployment methods using an image deployment tool (SCCM, Ghost, etc.). • Ability to handle conflict and difficult situations within a technical and client service environment. • Effective communication abilities to all levels of personnel. • Ability to adapt to changing technology within a professional services organization. • Ability to quickly diagnose, organize, prioritize competing deadlines, and properly set service expectations with clients. • Self-motivated and the ability to execute tasks and make decisions in a high-pressure environment.
EDUCATION AND EXPERIENCE Requires 3+ years of experience in a technical support environment or equivalent solid functional knowledge of standard PC hardware and software used in office environments.
EEO Statement Perkins Coie is an Equal Opportunity Employer and does not discriminate on the basis of race, color, religion, sex, age, national origin, veteran status, marital status, sexual orientation, gender identity, disability or any other category prohibited by local, state or federal law. This policy applies to all aspects of employment, including recruitment, placement, promotion, transfer, demotion, compensation, benefits, social and recreational activities and termination.