Service Desk Support Technician (Evening Shift)

Ashurst Perkins Coie Group; Seattle (WA); On-site; USD 57,000 - 88,000; Full time

Benefits offered by this job

Annual discretionary bonus

401(k) plan

Medical insurance

Dental insurance

Vision insurance

PTO 20 days

Parental leave

10 paid holidays

Family care benefits

Job summary

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. You’ll troubleshoot and resolve end-user issues, manage requests through ServiceNow, and ensure timely escalation and documentation to deliver a responsive technology experience.

The schedule is Monday–Friday, 12:30 PM–9:00 PM Pacific Time.

Qualifications

• Strong verbal and written communication with excellent customer service.
• 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 troubleshooting tools.
• Associate or bachelor’s degree preferred.
• At least one year of experience in a technical support environment or equivalent.
• A+, Network+, MCSE, or equivalent technical training strongly preferred.
• Experience supporting standard PC hardware and software in a professional office environment.

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.

Skills

Communication

Customer Service

Troubleshooting

Windows OS

PC hardware

ServiceNow

Documentation

Team collaboration

Learning quickly

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 (Service Desk), serving as the first point of contact for technology support requests across the Firm. You’ll troubleshoot and resolve end-user issues, manage requests through ServiceNow, and ensure timely escalation and documentation to deliver a responsive technology experience.

The schedule is Monday–Friday, 12:30 PM–9:00 PM Pacific Time.