Technology Service Analyst

Location:

San Francisco

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. We've 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 LLP 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; installs, moves, changes, and recovers hardware and software; and manages IT assets and AV infrastructure within the local office. This position provides an exceptional level of customer support as well as project, conference, and other assistance as needed.

ESSENTIAL FUNCTIONS

These essential functions are primary job duties that incumbents must be able to perform unassisted or with some reasonable accommodation.

End-User Support

• Quickly resolve end-user issues that come into the group over the phone or through email, Webex, or face-to-face interactions.
• Provide status and communicate incident resolution to users.
• Track issues and document troubleshooting efforts using our ticketing system.
• Escalate issues as appropriate and manage queues as assigned.
• Practice full incident ownership, providing user updates when an incident has been escalated and coordinating with Tier 3 groups for quick response and resolution.
• Clearly document user requests and issues in tickets and draft Knowledge Base articles as appropriate.
• Perform basic monitoring functions to verify the health of systems.

Asset Management

• Manage the configuration and deployment of IT assets, including all new hire and end-of-life equipment.
• Utilize the asset management system to track all IT assets for the office, conducting monthly inventory audits to ensure accuracy.
• Manage the collection and disposal of old IT assets, utilizing our firm-approved vendor.
• Participate in monthly regional asset sync meetings with the Perkins Coie asset manager.

AV

• Maintain and support the local office conference center and AV equipment while escalating issues to the AV team via our ticketing system.
• Work with the AV team and AV vendor for quick remediation of problems in the conference center.
• Provide local office meeting and event support as required.
• Coordinate with Office Services and the AV team for complex support requests.
• Perform monthly preventative maintenance checks and equipment upkeep as needed.

Training

• Coordinate and conduct IT training for new business professionals and attorneys joining the firm.
• Work with the Perkins Coie Training team to identify subject matter that may help our business professionals and attorneys do their jobs with more efficiency.

Communication

• Coordinate with the regional Service Desk manager to provide regular status and attend meetings as directed.
• Work as a liaison between the local office and the CS group to ensure office leadership is aware of upcoming IT projects and software rollouts.

SPECIFIC SKILLS REQUIRED

• Knowledge of Microsoft Windows 10 and Microsoft Office 365 within a professional services organization.
• Knowledge and support of Apple MacBooks and macOS.
• Knowledge and support of various mobile email devices (iOS, Android, Windows phone, etc.).
• Knowledge of hardware (desktop/laptop) deployment methods using an image deployment tool (SCCM, Ghost, etc.).
• Ability to handle conflict and difficult situations within a technical and client service environment.
• Effective communication abilities with all levels of personnel.
• Ability to adapt to changing technology within a professional services organization.
• Ability to quickly diagnose, organize, and prioritize competing deadlines and properly set service expectations with clients.
• Self-motivated, with the ability to execute tasks and make decisions in a high-pressure environment.

EDUCATION AND EXPERIENCE

Requires 3+ years of experience in a technical support environment or equivalent solid functional knowledge of standard PC hardware and software used in office environments.

EEO Statement

Perkins Coie is an Equal Opportunity Employer and does not discriminate on the basis of race, color, religion, sex, age, national origin, veteran status, marital status, sexual orientation, gender identity, disability or any other category prohibited by local, state or federal law. This policy applies to all aspects of employment, including recruitment, placement, promotion, transfer, demotion, compensation, benefits, social and recreational activities and termination.

• Dice Id: jobeblok
• Position Id: R0004236