Desk support technician 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.

Perkins Coie has an immediate opening for a Service Desk Support Technician. The individual in this role will serve as a member of the Immediate Response Team (Service Desk) designed to be a “top of the funnel” concept for all support requests across the Firm. The Service Desk Support Technician will become proficient in routing all support requests to a standard and centralized Support Desk in an effort to maximize resources in the local offices and allow for higher quality desk-side/concierge-level service as well as a more dynamic A/V experience. This position is remote with preferred locations being Georgia and Idaho. This Service Desk Support Technician will work 9am EST to 6pm EST.
Essential Functions
Quickly resolve end-user issues that come into the team over the phone, through e-mail, or potentially via chat.Handle approximately 275 daily support requests with other team members via various communication channels.Properly and thoroughly document all elements of a support case within the Incident Management System (ServiceNow).Prioritize properly and communicate effectively. Escalate issues as appropriate.Ensure user requests and issues are clearly documented in tickets and create written documentation for hardware and software installations or other technical matters as requested.Assist in the creation and editing of Service Desk processes and procedures including Knowledge Base articles.
Required Skills
Ability to communicate effectively both orally and in writing.Ability to quickly assimilate advanced technical information, organize and prioritize multiple competing deadlines.Troubleshooting skills, including the ability to use a wide variety of resources including technical manuals, on-line vendor knowledge bases, and specification documents.Knowledge of computer hardware and peripherals, including the ability to test and troubleshoot a variety of complex hardware configurations.Knowledge of software including operating systems, ability to navigate and manipulate the Windows Registry and troubleshoot interaction errors between multiple software packages.
Education and experience An Associate's or Bachelor's degree is preferred.
Requires 0-1 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.
Law firm experience beneficial.

Working Environment
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job, the employee is regularly required to sit; use hands to finger, handle, or feel; and talk or hear. The employee is occasionally required to reach with hands and arms. The employee must occasionally lift and/or move up to 20 pounds. Specific vision abilities required by this job include close vision, and ability to adjust focus.

Will work in a standard office environment with frequent usage of standard office equipment; including, but not limited to a personal computer, copy/fax machine, and telephone. Overtime may be required the meet project schedules and ensure timely completion of deliverables.

This position is remote with preferred locations being Boise and Savannah, Georgia.

About this role:

Wells Fargo is seeking a Senior Agile Coach...

In this role, you will:

* Guide teams on principles, practices and tools tied to Agile, SDLC, ECM, Finance, and Risk
* Coach in a way which positively reinforces agile mindset, practices, and skills to teams and individuals
* Provide clarity, new learnings, and foster maturation
* Offer credible alternative options regarding process initiation, work structuring, utilization of value streams, and cultivation of iterative application development, Quality Assurance, and project management
* Facilitate initial communication or collaboration within and between Product Area teams to help enable teams to deliver goals to deliver final product

Required Qualifications

* 4+ years of Agile Coaching, Training, or Customer Service experience, or equivalent demonstrated through one or a combination of the following: work experience, training, military experience, education

Desired Qualifications:

* 2+ years of Agile coaching in SDLC environment
* 2+ years of Atlassian Jira

Job Expectations:

* Workflow of the Transformation Support Service Desk ensuring SLAs are being upheld
* Quality Assurance of responses to customers and process requirements
* Escalation of issues to Product Areas where there is a production issue for resolution or TTO support is needed within a specific CIO area
* Root Cause Analysis of why customers were unable to self-serve
* Retrospectives with Product Areas for Change Enablement opportunities
* Continuous Improvement of the Transformation Support process
* Attendance of other Product Area forums providing insight into upcoming releases with new capabilities which may result in questions by customers

We Value Diversity

At Wells Fargo, we believe in diversity, equity and inclusion in the workplace; accordingly, we welcome applications for employment from all qualified candidates, regardless of race, color, gender, national origin, religion, age, sexual orientation, gender identity, gender expression, genetic information, individuals with disabilities, pregnancy, marital status, status as a protected veteran or any other status protected by applicable law.

Employees support our focus on building strong customer relationships balanced with a strong risk mitigating and compliance-driven culture which firmly establishes those disciplines as critical to the success of our customers and company. They are accountable for execution of all applicable risk programs (Credit, Market, Financial Crimes, Operational, Regulatory Compliance), which includes effectively following and adhering to applicable Wells Fargo policies and procedures, appropriately fulfilling risk and compliance obligations, timely and effective escalation and remediation of issues, and making sound risk decisions. There is emphasis on proactive monitoring, governance, risk identification and escalation, as well as making sound risk decisions commensurate with the business unit's risk appetite and all risk and compliance program requirements.

Candidates applying to job openings posted in US: All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.

Candidates applying to job openings posted in Canada: Applications for employment are encouraged from all qualified candidates, including women, persons with disabilities, aboriginal peoples and visible minorities. Accommodation for applicants with disabilities is available upon request in connection with the recruitment process.

TITLE: Desk Top Technician

Location: South Jordan, UT

6- month Contract to Hire

What You ll Do:

This position supports users across the organization that have technical needs. Focusing primarily on Dell laptops and devices within a Microsoft domain. There might be some support of Apple MacBooks as well. Support includes imaging, deployment of, troubleshooting and testing of systems and peripherals with excellent customer service.

• Answer, troubleshoot and document support calls and tickets
• Assist staff with the installation/imaging, configuration and ongoing usability of desktop computers, laptops, MacBooks , & peripheral equipment and software
• Identify, isolate and repair/resolve hardware and software problems
• Works with vendor support contacts to resolve technical problems with desktop computing equipment and software
• Utilize ticketing system to document and prioritize work
• Works closely with Manager to purchase hardware and software
• Contribute to technical Support documentation of resolutions, processes, and procedures
• Assesses functional needs to determine specifications for purchases
• Be a contributing member of a Technical Team

Skills / Experience You Will Need:

• 2-5 years experience working in the IT Support field
• Excellent customer service, interpersonal, communication skills
• Extensive knowledge & experience of Windows devices and support of Windows OS
• Minimum 2 -3 years experience supporting Windows 7/10 desktop/laptop PCs
• Experience troubleshooting and replacing hardware on both desktop and laptop PCs
• Ability to manage user accounts in Active Directory and Exchange
• Knowledge of how to effectively use Active Directory
• Able and willing to learn new as well as existing technologies
• Experience installing software, patches, updates on desktops and laptops
• Experience troubleshooting basic network, software, printing problems
• Successful at working in a team culture
• Excellent written and organizational skills

Physical Demands and Work Environment:

The physical demands and work environment characteristics described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.

• Physical demands: While performing duties of the job, the employee is occasionally required to stand; walk; sit; use hands to finger, handle or feel objects, controls, and keyboards; work on desktop or laptop computers; reach with hands and arms; balance; stoop; talk and hear. The employee must occasionally lift up to 15 lbs. Specific vision abilities required by the job include close vision, distance vision, color vision, peripheral vision, depth perception, and the ability to adjust focus.

• Work environment: The noise level in the work environment is usually moderate to low.

About Infinity Consulting Solutions

At Infinity Consulting Solutions our mission is to cultivate successful long-term relationships with candidates and clients matching the right candidate with the right client. We believe technology cannot replace the real personal relationships we cultivate. We reject the notion that technology alone is the answer to staffing which is why we are successful partnerships rely on collaboration NOT automation. ICS has been providing flexible staffing solutions for over 20 years in Information Technology, Compliance, Accounting / Finance, and Corporate Support. Our staffing solutions include Contract, Temp to Perm, and Permanent Placement.

ICS is an Equal Opportunity Employer.