Service Desk Support Technician

Responsibilities

• Quickly resolve end-user issues received via phone, email, or chat
• Handle approximately 220 daily support requests and route them to the appropriate channels
• Thoroughly document all support cases within the ServiceNow Incident Management System
• Prioritize tasks effectively and escalate complex issues as appropriate
• Create and edit technical documentation, including Knowledge Base articles and installation guides
• Maintain consistent attendance during scheduled working hours (Sunday to Thursday, 9:30 a.m. to 6:00 p.m. PST)

Requirements

• One year of experience in a technical support environment or equivalent
• Proficiency with Microsoft Windows 11 and Microsoft Office 365
• Experience supporting Apple MacBooks and macOS
• Ability to support mobile devices including iOS and Android
• Strong computer hardware troubleshooting skills and knowledge of peripherals
• Excellent oral and written communication skills

Preferred Qualifications

• Associate or bachelor’s degree
• Relevant technical certifications such as A+, Network+, or MCSE
• Previous experience working within a law firm environment

Benefits

• Annual discretionary bonus
• 401(k) plan
• Medical, dental, and vision insurance
• Accrued paid time off starting at 20 days annually
• Personal medical and parental leave
• Up to 10 paid holidays and family care benefits
• Tuition reimbursement and paid sabbaticals

About the Company

Perkins Coie is a leading professional services firm recognized as one of Fortune's 100 Best Companies to Work For. We foster a culture of collaboration, integrity, and mutual respect, dedicated to providing an atmosphere that encourages our employees to pursue their own definitions of success.