Service Desk Support Technician

About the role

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. In this role, you’ll troubleshoot and resolve end-user issues, manage support requests through ServiceNow, and ensure timely escalation and documentation. Your work will help maximize local resources while delivering a high-quality, responsive technology experience. Candidates must be legally authorized to work in the United States without employer sponsorship now or in the future. This position is not eligible for immigration sponsorship.

Schedule

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

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.

Qualifications

Required:

• Strong verbal and written communication skills with excellent customer service capabilities.
• 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 other troubleshooting tools.

Preferred:

• Associate or bachelor’s degree preferred.
• At least one year of experience in a technical support environment or equivalent experience.
• A+, Network+, MCSE, or equivalent technical training strongly preferred.
• Experience supporting standard PC hardware and software in a professional office environment.
• Law firm or professional services experience is a plus.

Benefits

• Annual discretionary bonus
• 401(k) plan
• Medical, dental, and vision insurance
• Accrued paid time off plan starting at 20 days annually
• Personal medical and parental leave
• Up to 10 paid holidays
• Family care benefits