Support Analyst

Katten is a full-service law firm with nearly 650 attorneys in locations across the United States and in London and Shanghai. Clients seeking sophisticated, high-value legal services turn to Katten for counsel locally, nationally and internationally. The firm’s core areas of practice include corporate, financial markets and funds, insolvency and restructuring, intellectual property, litigation, real estate, structured finance and securitization, transactional tax planning, private credit and private wealth.

Katten represents public and private companies in numerous industries, as well as a number of government and nonprofit organizations and individuals.

Under the general direction of the IT Technical Services Manager, Senior IT Manager and IT Director and according to established Firm policies and procedures, the Support Analyst is responsible for providing efficient and timely delivery of onsite and remote Level 2 desktop support in a Windows 11/Office 365 networked environment consisting of 1200+ end-users firm wide, working either remotely or in the office (the majority of their time is on site), Maintains professionalism and strict confidentiality in all client and Firm matters and exhibits exemplary technical skills within the team.

Katten offers a hybrid work model, allowing the flexibility to work both on-site and remotely on a regular basis (Katten Flex).

include, but may not be limited to, the following. Other duties may be requested and/or assigned. Essential functions are primary job duties that an individual must be able to perform successfully with or without a reasonable accommodation. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Provide general problem solving, support and assistance on diverse software applications and hardware systems while onsite. Occasional remote work is required.
• Provide technical assistance and mentoring to first-level Support Analysts and Help Desk Technicians by responding to escalated issues regarding errors, problems, or questions about applications.
• Provide onsite deskside technical support for a variety of client/server applications: MS Windows 11, MS Office 365, VMWare VDI, Exchange/Outlook 365, Bomgar Remote Tool, RSA Secur
  
  ID Administration, iManage, Cisco Jabber, Zoom, MS Teams, Adobe Acrobat, legal departmental applications, Cisco IPT, anti-virus software, Intune, mobile smart-phones, tablets, and other mobile devices.
• Recognize, troubleshoot, and diagnose computer, IP phone, printer, software, and network connectivity problems.
• Install and maintain desktops, laptops, smart phones, tablets, printers, and all other peripherals.
• Maintain a high level of courteous customer service and tremendous patience at all times with ability to anticipate end-users’ needs.
• Communicate professionally with end-users the status of problem resolution ensuring satisfactory outcome.
• Provide technical assistance for remote end-users on Cisco VPN, VMWare VDI, and Web applications.
• Knowledge of basic information security protocols; enforces and adheres to Firm security guidelines and procedures.
• Answer Help Desk calls and manage e-mails as needed.
• Track and document support activities and assets using the Help Desk call tracking system.
• Master and become an expert on new or updated department procedures, guidelines, and protocols, along with providing critical feedback on new rollouts, implementations, etc.
• On a daily basis follow all department procedures, guidelines, and protocols, as well as conduct in-depth, comprehensive training with new hires joining the department.
• Perform additional administrative functions as needed and as directed by Help Desk Manager or Director of IT Support.
• Contribute to and maintain the IT Help Desk Knowledge Base. Ability to compose written documentation for team and end-users.
• Perform workstation setups/QCs for new end-users, computer reimages, setup of loaner laptops, complete workstation relocations for existing end-users as needed, as well as, setting up/checking on Visiting Attorney offices, as needed.
• With specialized…