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Service Desk Support Technician

Company: Perkins Coie LLP
Location: Boise
Posted on: September 23, 2022

Job Description:

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.Perkins Coie has an immediate opening for a Service Desk Support Technician. The individual in this role will serve as a member of the Immediate Response Team (Service Desk) designed to be a "top of the funnel" concept for all support requests across the Firm. The Service Desk Support Technician will become proficient in routing all support requests to a standard and centralized Support Desk in an effort to maximize resources in the local offices and allow for higher quality desk-side/concierge-level service as well as a more dynamic A/V experience. This position is remote with preferred locations being Georgia and Idaho. This Service Desk Support Technician will work 9am EST to 6pm EST.Essential FunctionsQuickly 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 within the Incident Management System (ServiceNow).Prioritize properly and communicate effectively. Escalate 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.Required SkillsAbility to communicate effectively both orally and in writing.Ability to quickly assimilate advanced technical information, organize and prioritize multiple competing deadlines.Troubleshooting skills, including the ability to use a wide variety of resources including technical manuals, on-line vendor knowledge bases, and specification documents.Knowledge of computer hardware and peripherals, including the ability to test and troubleshoot a variety of complex hardware configurations.Knowledge of software including operating systems, ability to navigate and manipulate the Windows Registry and troubleshoot interaction errors between multiple software packages.Education and experienceAn Associate's or Bachelor's degree is preferred.Requires 0-1 years 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 beneficial.Working EnvironmentThe physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job, the employee is regularly required to sit; use hands to finger, handle, or feel; and talk or hear. The employee is occasionally required to reach with hands and arms. The employee must occasionally lift and/or move up to 20 pounds. Specific vision abilities required by this job include close vision, and ability to adjust focus.Will work in a standard office environment with frequent usage of standard office equipment; including, but not limited to a personal computer, copy/fax machine, and telephone. Overtime may be required the meet project schedules and ensure timely completion of deliverables.This position is remote with preferred locations being Boise and Savannah, Georgia.

Keywords: Perkins Coie LLP, Boise , Service Desk Support Technician, Professions , Boise, Idaho

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