Service Desk Support 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

Job Description:

Service Desk Support Technician

Keeping People Connected, Productive, and Supported.

Ashurst Perkins Coie US LLP is seeking a Service Desk Support Technician to join our Immediate Response Team (Service Desk), serving as the first point of contact for technology support requests across the Firm. In this role, you'll troubleshoot and resolve end-user issues, manage support requests through ServiceNow, and ensure timely escalation and documentation. Your work will help 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. Candidates must be legally authorized to work in the United States without employer sponsorship now or in the future.

What You'll Do

• 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.

What You'll Bring

• 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.

Preferred Qualifications

• 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.

Why Join Ashurst Perkins Coie?

Join a collaborative technology team supporting a dynamic professional environment where responsive, high-quality IT service is essential to the Firm's success. This role offers the opportunity to build technical expertise, solve complex user issues, and contribute to continuous improvements in how technology support is delivered across the Firm.

At Ashurst Perkins Coie, we look for self-motivated individuals dedicated to providing value and superior service and who have a high degree of integrity and enthusiasm for their work. We have created a company culture based on collaboration, devotion to serving our clients, and mutual respect. Ashurst Perkins Coie is committed to advancing diversity, inclusion, and opportunity both within the Firm and throughout our collective communities. Work for a dynamic, growing organization with great benefits and growth opportunities

This position is eligible for an annual discretionary bonus, 401(k) plan, medical, dental, and vision insurance, accrued paid time off plan starting at 20 days annually, personal medical and parental leave, up to 10 paid holidays, and family care benefits. More information regarding benefits and programs may be found here.

This position may be filled in the following location. The listed compensation range reflects the typical pay for this role, though it is rare for new hires to receive an offer at the top of the range. Actual compensation may vary depending on experience, skills, market conditions, and internal equity.

Washington state compensation range: $57,180 to $88,250 annually

Applications for this position will be accepted through October 30, 2026.

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