Service Desk Support Technician

Service Desk Support Technician

Perkins Coie has an immediate opening for a Service Desk Support Technician. The role is part of the Immediate Response Team (Service Desk) and serves as the first point of contact for support requests across the firm.

• Quickly resolve end‑user issues that come into the team over the phone, through email, or via chat.
• Handle approximately 220 daily support requests with other team members through various communication channels.
• Properly and thoroughly document all elements of a support case within the Incident Management System (Service Now).
• Prioritize requests 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 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, consistent with the firm’s attendance expectations.

This position works Sunday to Thursday, 9:30 a.m. to 6:00 p.m. PST.

• Knowledge of Microsoft Windows 11 and Microsoft Office 365 within a professional services environment.
• Knowledge and support of Apple Mac Books and macOS.
• Knowledge and support of mobile email devices (iOS and Android).
• Knowledge of computer hardware and peripherals, including the ability to test and troubleshoot 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, using technical manuals, online vendor knowledge bases, and specification documents.

• Associate 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.
• A+, Network+, MCSE, or equivalent technical education strongly preferred.
• Law firm experience is beneficial.

• 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.
• Family care benefits.

Colorado compensation range: $54,210 to $83,660 annually. Actual compensation may vary depending on experience, skills, market conditions, and internal equity.