Mars Customer Manager, Wegmans Account, Illinois Remote
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A
Ashurst Perkins Coie is a globally integrated law firm serving organizations across technology, energy and infrastructure, and financial services. Its team of more than 3,500 client-facing practitioners works across 52 offices, including major hubs in Seattle, London, Sydney, and New York. The firm advises clients on a broad range of legal and business matters, from transactions, litigation, regulatory work, intellectual property, projects, and real estate to technology, privacy, cybersecurity, and risk. Its offering also includes advanced legal solutions such as digital legal services, legal managed services, NewLaw, and sector-focused insight on developments including artificial intelligence and data centers.
Onsite Service Desk Support Technician
Provide first-line technical support to law firm users through phone, email, and chat. Troubleshoot Windows, hardware, peripherals, connectivity, and ServiceNow incidents while helping improve service desk operations.
Description
- Deliver prompt technical assistance through phone, email, and chat while resolving a high volume of end-user requests
- Diagnose hardware, software, operating system, peripheral, and connectivity problems
- Prioritize, record, and escalate incidents appropriately in ServiceNow
- Keep support tickets, installation procedures, and knowledge base articles accurate and current
- Work with colleagues to route and resolve support requests efficiently
- Help create and refine Service Desk processes, procedures, and technical documentation
- Act as the Firm’s initial contact for technology support needs
Requirements
- Authorization to work in the United States without current or future employer sponsorship
- Strong written and verbal communication skills paired with excellent customer service
- Well-developed troubleshooting, analytical, organizational, and prioritization abilities
- Capacity to learn and apply technical information quickly while handling competing priorities
- Practical knowledge of PC hardware, peripherals, Windows operating systems, and common office applications
- Ability to consult technical manuals, vendor resources, and other tools when researching solutions
- An associate or bachelor’s degree is preferred
- At least one year of technical support experience or equivalent experience
- A+, Network+, MCSE, or comparable technical training is strongly preferred
- Experience supporting standard PC hardware and software in a professional office setting
- Experience in a law firm or professional services environment is a plus
Benefits
- Annual discretionary bonus
- 401(k) plan
- Medical insurance
- Dental insurance
- Vision insurance
- Accrued paid time off beginning at 20 days per year
- Personal medical leave
- Parental leave
- Up to 10 paid holidays
- Family care benefits
- Opportunities for professional growth
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