Perkins Coie seeks a Support Analyst to serve 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; 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.
Primary Job Responsibilities:
Quickly resolve end-user issues that come into the group over the phone, through e-mail, 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 with Microsoft Windows 7/10 and Microsoft Office 2010/2016 within a professional services organization.
Knowledge and support of Apple MacBooks and Mac OS.
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 to all levels of personnel.
Ability to adapt to changing technology within a professional services organization.
Ability to quickly diagnose, organize, and prioritize competing deadlines and properly setting service expectations with clients.
Self-motivated and the ability to execute tasks and make decisions in a high-pressure environment.
Education & Experience:
Requires 3+ years of experience in a technical support environment or equivalent solid functional knowledge of standard PC hardware and software used in office environments.
Previous experience providing support in a legal environment is strongly preferred.
A+, Network+, MCSE, or equivalent technical education preferred.