Technology Service Analyst

Technology Service Analyst

Perkins Coie 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; and 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.

Essential Functions:

• Be competent in setting up audio/visual support with Microsoft Teams, Webex, and other enterprise web-conferencing tools.
• Perform imaging and set up software/hardware for new hires and contract workers.
• Quickly resolve end-user issues requiring Service Desk assistance over the phone, through e-mail, or through face-to-face interactions.
• Coordinate and conduct IT training for new business professionals and attorneys.
• Provide status and communicate incident resolution to users.
• Track issues and document troubleshooting efforts using a ticketing system.
• Escalate issues as appropriate, and manage the Dallas and Austin queues as assigned.
• Clearly document user requests and issues in tickets and draft Knowledge Base articles as appropriate.
• Monitor basic functions to verify the health of systems.
• Perform other related duties, as assigned.

Specific Skills Required:

• Knowledge of Microsoft Windows 10/11 and Microsoft Office 365 within a professional services organization.
• Knowledge and support of Apple MacBooks and Mac OS.
• Knowledge and support of various mobile e-mail devices (iOS and Android).
• Knowledge of hardware (desktop/laptop) deployment methods using an image deployment tool (SCCM, Intune, 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.
• Ability to quickly diagnose, organize, and prioritize competing deadlines, and properly set service expectations with clients.
• Self-motivated and possess the ability to execute tasks and make decisions in a high-pressure environment.

Education and Experience:

• Requires three-plus years of experience in a technical support environment or equivalent.
• Solid functional knowledge of standard PC hardware and software used in office environments.