Service Desk Support Technician
About The Position
Ashurst Perkins Coie LLP is seeking a Service Desk Support Technician to join their Immediate Response Team (Service Desk). This role serves as the first point of contact for technology support requests across the Firm. Responsibilities include troubleshooting and resolving end-user issues, managing support requests through ServiceNow, and ensuring timely escalation and documentation. The goal is to maximize local resources while delivering a high-quality, responsive technology experience. The schedule for this role is Monday–Friday, 12:30 PM–9:00 PM Pacific Time. This position is not eligible for immigration sponsorship, and candidates must be legally authorized to work in the United States without employer sponsorship now or in the future.
Requirements
- Strong verbal and written communication skills with excellent customer service capabilities.
- Strong troubleshooting, analytical, organizational, and prioritization skills.
- Ability to quickly learn and apply technical information while managing multiple priorities.
- Working knowledge of PC hardware, peripherals, Windows operating systems, and common office software.
- Ability to research and leverage technical manuals, vendor resources, and other troubleshooting tools.
Nice To Haves
- Associate or bachelor’s degree preferred.
- At least one year of experience in a technical support environment or equivalent experience.
- A+, Network+, MCSE, or equivalent technical training strongly preferred.
- Experience supporting standard PC hardware and software in a professional office environment.
- Law firm or professional services experience is a plus.
Responsibilities
- Provide timely technical support via phone, email, and chat, resolving a high volume of end-user requests.
- Troubleshoot hardware, software, operating systems, peripherals, and connectivity issues.
- Prioritize, document, and appropriately escalate incidents in ServiceNow.
- Maintain accurate technical documentation, including support tickets, installation procedures, and knowledge base articles.
- Collaborate with team members to ensure efficient routing and resolution of support requests.
- Assist in developing and improving Service Desk processes, procedures, and technical documentation.
Benefits
- Annual discretionary bonus
- 401(k) plan
- Medical insurance
- Dental insurance
- Vision insurance
- Accrued paid time off plan starting at 20 days annually
- Personal medical leave
- Parental leave
- Up to 10 paid holidays
- Family care benefits
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
Associate degree
