Perkins Coie LLP is looking for a qualified, dynamic individual to take on the role of Technology Service Analyst 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; and 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.

Note that this position is five days a week, on-site at our Century City Los Angeles office.

ESSENTIAL FUNCTIONS

• Quickly resolve end-user issues that come into the group over the phone, via email, 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 macOS.
• 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 with all levels of personnel.
• Ability to adapt to changing technology within a professional services organization.
• Ability to quickly diagnose and organize issues, prioritize competing deadlines, and properly set service expectations with clients.
• Self-motivated with the ability to execute tasks and make decisions in a high-pressure environment.

EDUCATION AND EXPERIENCE

Qualified candidates are required to have 3+ years of experience in a technical support environment or equivalent solid functional knowledge of standard PC hardware and software used in office environments.

At Perkins Coie, we look for self-motivated individuals, dedicated to providing value and superior service, and above all, have a high degree of integrity and enthusiasm for their work. We have created a company culture 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 with one of the 100 Best Companies to Work For and receive great health insurance, tuition reimbursement, and paid sabbaticals.