Technology Service Analyst

Perkins Coie LLP has an immediate opening for a Technology Service 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.

• 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.

• Knowledge with Microsoft Windows 10 and Microsoft Office 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.