Evening Hybrid IT Service Desk Technician

Perkins Coie LLP; Boise (ID); On-site; USD 57,000 - 88,000; Full time

Benefits offered by this job

Annual discretionary bonus

401(k) plan

Medical, dental, and vision insurance

Paid time off

Job summary

Ashurst Perkins Coie US LLP is seeking a Service Desk Support Technician to join our Immediate Response Team. This role is the first point of contact for technology support requests across the Firm, handling issues via phone, email, and chat and documenting progress in ServiceNow.

You will troubleshoot hardware, software, OS, and connectivity, and escalate when needed while contributing to process improvements and knowledge base content. The schedule is Mon-Fri, 12:30 PM–9:00 PM PT.

Qualifications

• Associate or bachelor's degree preferred.
• At least one year of experience in a technical support environment.
• 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 elevate 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.

Skills

Customer service

Troubleshooting

Documentation

ServiceNow

PC hardware

Windows OS

Communication

Education

Associate or Bachelor's degree

Tools

ServiceNow

Job description

Ashurst Perkins Coie US LLP is seeking a Service Desk Support Technician to join our Immediate Response Team. This role is the first point of contact for technology support requests across the Firm, handling issues via phone, email, and chat and documenting progress in ServiceNow.

You will troubleshoot hardware, software, OS, and connectivity, and escalate when needed while contributing to process improvements and knowledge base content. The schedule is Mon-Fri, 12:30 PM–9:00 PM PT.