Technology Service Analyst

Technology Service Analyst

Empower our team. Deliver exceptional support. Perkins Coie, recognized as one of Fortune's "100 Best Companies to Work For" for over 20 consecutive years, is seeking a skilled Technology Service Analyst to join our Service Desk team. In this role, you'll be the friendly face of IT, providing topnotch support to our users while ensuring our technology infrastructure runs smoothly. You will process and resolve incoming user support issues, perform system maintenance, and manage hardware and software in our local offices. This is a hybrid role. To support your onboarding and training, you will be in the downtown Seattle office every day for your first 90 days. After that, you will transition to a hybrid schedule of 23 days in the office, with flexibility for remote work depending on business needs.

What You'll Do

• End User Support Champion: Be the goto person for resolving user issues over the phone, through email, or facetoface. You'll quickly diagnose and fix problems, provide clear status updates on incident resolutions, and escalate complex issues as needed. You will also track all issues and troubleshooting efforts in our ticketing system and draft Knowledge Base articles to help our teams.
• Asset Management Guru: Take charge of our IT assets, from deployment to endoflife management. You'll perform imaging and set up software and hardware for new hires, manage equipment disposal, and install, move, or change hardware to keep everything organized.
• AV Support Assistant: While our Seattle office has a dedicated AV team, you will occasionally be asked to assist with setting up and troubleshooting AV equipment for meetings using tools like Microsoft Teams and Webex.
• Tech Trainer: Onboard new attorneys and business professionals and conduct IT training to empower all users. You'll help identify training opportunities to help everyone work smarter, not harder.
• Communication Liaison: Keep everyone in the loop. You'll provide regular status updates, coordinate with Tier 3 IT teams, and ensure office leadership is informed about trending issues. You will also monitor basic system functions to verify the health of our technology.
• Occasional Travel: Embrace the opportunity to travel to other offices to provide onsite support and collaborate on exciting projects.

What You Bring

• Tech Savvy: Solid knowledge of Microsoft Windows 10/11 and Microsoft Office 365 within a professional services organization. You also bring knowledge and support experience for Apple MacBooks and macOS, as well as mobile devices (iOS and Android). Experience with hardware deployment using tools like SCCM or Intune is required.
• Problem Solver: An ability to quickly diagnose, organize, and prioritize competing deadlines and resolve issues, even under pressure. You are selfmotivated and can execute tasks and make decisions in a highpressure environment.
• People Person: Exceptional communication and customer service skills, with the ability to effectively communicate with all levels of personnel and handle tricky situations with grace.
• Adaptable and Proactive: You are eager to learn, adapt to changing technology, and stay ahead of the curve. You take initiative and thrive in a fastpaced environment.
• Experience: Requires 3+ years of experience in a technical support role or equivalent knowledge of standard PC hardware and software. Bonus points experience with ServiceNow. Certifications such as CompTIA A+, Network+, Security+, Microsoft Endpoint Administrator Associate, or ITIL are a plus.

Why Perkins Coie?

At Perkins Coie, we look for selfmotivated 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. Perkins Coie is committed to advancing diversity and inclusion.