Job Description: At Perkins Coie, we look for individuals that are self-motivated, dedicated to providing value and superior services and, above all, people who have a high degree of integrity and enthusiasm for their work. Weve created a company culture that is based on collaboration, devotion to serving our clients, and mutual respect. Perkins Coie is committed to advancing diversity and inclusion both within the firm and throughout our collective communities. Work for one of the 100 Best Workplaces in America, get great health insurance, tuition reimbursement, your birthday off, and paid sabbaticals. GENERAL PURPOSE Perkins Coie has an immediate opening for a Service Desk Support Technician. The individual in this role will serve as a member of the Immediate Response Team (Service Desk) designed to be a top of the funnel concept for all support requests across the firm. The Service Desk Support Technician will become proficient in routing all support requests to a standard and centralized support desk in an effort to maximize resources in the local offices and allow for higher quality desk-side/concierge-level service as well as a more dynamic A/V experience. The Service Desk Support Technician will work Monday to Friday, 11 a.m. to 8 p.m. PST. ESSENTIAL FUNCTIONS These essential functions are primary job duties that incumbents must be able to perform unassisted or with some reasonable accommodation. Quickly resolve end-user issues that come in to the team over the phone, through e-mail, or potentially via chat. Handle approximately 275 daily support requests with other team members via various communication channels. Properly and thoroughly document all elements of a support case in the Incident Management System (ServiceNow). Prioritize properly and communicate effectively. Escalate issues as appropriate. Ensure user requests and issues are clearly documented in tickets and create written documentation for hardware and software installations or other technical matters as requested. Assist in the creation and editing of Service Desk processes and procedures including knowledge base articles. SPECIFIC SKILLS REQUIRED Ability to communicate effectively both orally and in writing. Ability to quickly assimilate advanced technical information and organize and prioritize multiple competing deadlines. Troubleshooting skills, including the ability to use a wide variety of resources including technical manuals, online vendor knowledge bases, and specification documents. Knowledge of computer hardware and peripherals, including the ability to test and troubleshoot a variety of complex hardware configurations. Knowledge of software including operating systems, and ability to navigate and manipulate the Windows Registry and troubleshoot interaction errors between multiple software packages. EDUCATION AND EXPERIENCE An associates or bachelors degree is preferred. Requires one year of experience in a technical support environment or equivalent. Solid functional knowledge of standard PC hardware and software used in office environments. A+, Network+, MCSE, or equivalent technical education strongly preferred. Law firm experience beneficial