Support Analyst

Katten is a full-service law firm with approximately 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, 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 Senior IT Support Manager, the Director of IT Support and according to established Firm policies and procedures, the Support Analyst is responsible for providing efficient and timely delivery of onsite Level 2 desktop support in a Windows 11/MS Office 365 networked environment consisting of 1200+ end-users firmwide, working either remotely or in the office. Maintains professionalism and strict confidentiality in all client and Firm matters.

Must have the ability to work onsite Monday through Friday reliably.

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 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, Windows 365, VDI, Exchange/Outlook 365, Beyond Trust Bomgar, Microsoft Authenticator, iManage, Zoom Workplace, Adobe Acrobat, legal departmental applications,anti-virus software, Intune, mobile smartphones, tablets, and other mobile devices.
• Recognize, troubleshoot, and diagnose computer, Zoom Phone, printer, software, and network connectivity problems.
• Install and maintain desktops, laptops, smart phones, tablets, printers, and all other peripherals.
• Always maintain a high level of courteous customer service and patience with ability to anticipate end-users’ needs.
• Communicate professionally with end-users the status of problem resolution ensuring satisfactory outcome.
• Maintain existing desktop images utilizing internal deployment procedures.
• Provide technical assistance for remote end-users on VPN and VDI.
• Knowledge of basic information security protocols; enforces and adheres to Firm security guidelines and procedures.
• Handle Help Desk calls and manage department mailbox as needed.
• Track and document support activities and assets using the Help Desk call tracking system.
• 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 attention to detail and extreme patience, setup and support Firm meetings, and audio/video conferencing, which may be held remotely or onsite.
• Support audio/video equipment in Firm conference rooms working closely with the A/V Analyst to…