Perkins Coie LLP Shanghai Office
About Perkins Coie LLP Shanghai Office |
Service Desk Technician
GENERAL PURPOSE
Serve as a member of the Service Desk team which processes and resolves incoming user support issues and questions; helps perform administration and maintenance duties for the Firm's systems infrastructure; installs, moves, changes, and removes hardware and software within the local offices; and provides project, conference, and other support as needed.
ESSENTIAL FUNCTIONS
Scope of responsibility includes end-user support, documentation, project support, maintenance, communication, inventory and budget, and application and hardware deployment and testing as outlined below. Provide technical support, with a local office and/or firm-wide emphasis, as assigned. Assist other Systems personnel, manage ticket queues, and represent the Service Desk on small teams as appropriate. Coordinate with the Local Office Administrator and other Systems Department staff on technical issues related to the local office as required.
SPECIFIC SKILLS REQUIRED
Excellent communications skills
· Ability to communicate effectively both orally and in writing in English
· Excellent listening skills in English
· Ability to explain complex technical concepts and processes in clear, concise manner to all levels of firm personnel including technical and non-technical users in English
· Ability to read and write technical documentation in English
Excellent customer service and interpersonal skills
· Ability to understand end users' business needs and workflow
· Ability to establish effective working relationships
· Maintain a professional demeanor under stressful conditions
- Communicate and work with a variety of personality types
Strong problem solving skills
· Ability to quickly assimilate technical information, organize and prioritize multiple competing deadlines, and work effectively in a team environment to troubleshoot and solve complex problems
· Ability to work well under pressure and adapt to a changing environment
· Ability to take ownership of issues and follow-up on their status from inception to completion
Technical Knowledge and skills
· Basic understanding of the Firm's application suite and user workflow
· Troubleshooting skills, including the ability to approach issues from multiple angles
· Knowledge of computer hardware and peripherals
· Knowledge of software including operating systems
Delegation and responsibility
· Strong time management skills
· Ability to identify and resolve user issues in a pro-active manner
SPECIFIC SKILLS PREFERRED
Network troubleshooting skills and knowledge, both LAN and WAN
Knowledge of Active Directory environments and Microsoft SMS
Knowledge of legal-specific software for Document Management Systems, records management, and timekeeping
EDUCATION AND EXPERIENCE
Requires 1 to 2 years 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
A Bachelor's degree in computer science related area is preferred
Fluent in English in speaking, reading and writing
Law firm experience beneficial.
Additional Information
