Katten is a full-service law firm with approximately 700 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.
Help Desk Technician
The Help Desk Technician is responsible for acting as primary interface for ensuring continuity of the firm’s computer systems by providing technical expertise and assistance to resolve technical problems. The Help Desk Technician maintains professionalism and strict confidentiality in all client and firm matters.
Katten offers a hybrid work model, allowing the flexibility to work both on-site and remotely on a regular basis (KattenFlex).
Essential Duties and Responsibilities 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.
Serve as the first point of contact for firm employees and/or clients seeking technical hardware and software assistance via telephone, email, in-person, or voicemail. This position is primarily phone and email support; strong ability to multi-task by remaining available on phone, managing and responding to incoming Help Desk email, attending to in-person requests, and completing other IT-generated tasks.
Ability to effectively vet, collect, and evaluate detailed information from end-users to determine method of resolution; log pertinent information and specific details gathered from end-user and categorize, and prioritize requests in the Help Desk incident tracking system, ensuring information entered is accurate, descriptive, readable, and grammatically correct.
Manage incident queue daily. Responsible for aging incidents both created by you and assigned to you. Conduct timely follow-ups with either members of the IT department or with end-users for incident resolution. Document all aspects of activity performed for incident resolution.
Analyze problems in order to: (1) resolve hardware/software solutions by telephone or email; or (2) if issue cannot be resolved at 1st level decide proper level of escalation either to higher level of technical staff, or IT Management
Maintain a high level of courteous customer service and patience at all times with ability to anticipate end-users’ needs.
Communicate professionally with end-users the status of problem resolution ensuring satisfactory outcome.
Knowledge, Skills and Abilities
High school diploma or equivalent and two or more years concentrated Help Desk experience preferably in a law firm environment, or equivalent combination of education and experience. Certification in Microsoft Office is desired. MTA, MCSA Windows10, or A+ Certification desired. Knowledge of ITIL Foundations, specifically incident management.
Proficiency in the operation and use of computers with advanced technical knowledge and experience working with various systems and software including, but not limited to, Windows 10, iManage (Document Management System), Microsoft Office products including Outlook, Word, Excel, PowerPoint and Access, Adobe Acrobat, Cisco Jabber, internet web browsers, Microsoft System Center Configuration Manager Console (SCCM), RSA Security Console, Active Directory, ServiceNow, Windows Remote Desktop Connection, Cisco IP phones, Cisco Finesse Agent Desktop (ACD), Cisco Unified Communications/Self Care Portal, MS Exchange Admin Center, Trend Micro InterScan Messaging Security Virtual Appliance, basic knowledge of mobile devices including iOS and android, as well as proficiency troubleshooting remote access applications such as Cisco AnyConnect (VPN), VMWare (VDI) and Citrix using remote control tools such as Bomgar or SCCM Remote Control Viewer.
Proactive with the ability to identify, define, and analyze complex computer/technical issues and problems and to recommend and implement solutions. Perform remote troubleshooting through remote control tools while asking pertinent questions.
Exhibit high degree of initiative with demonstrated troubleshooting, follow-through, and critical-thinking skills with the ability to manage multiple priorities in a demanding, fast-paced, detail-oriented work environment, and make decisions based upon results of research.
Skilled in providing quality, premier customer service at all times from start to finish of incident or request.
Ability to function in stressful situations and think strategically and analytically to troubleshoot and resolve issues quickly and/or provide successful alternative methods until permanent resolution can be found.
Excellent analytical and technical skills requiring an aptitude for detail and accuracy with extensive knowledge of hardware and software applications in order to provide computer technical assistance and resolve technical problems.
Ability to master firm and Help Desk procedures, policies, and technology, including back-end of IT infrastructure; maintain current knowledge of firm technology and proactively learn new technology. Provide accurate information on firm technology or IT services to end-users.
Ability to occasionally retrieve and distribute files, written documentation, or office supplies weighing up to 10 pounds.
Work occasionally requires more than 37.5 hours per week to perform the essential duties of the position. Rotating weekend days and some holiday overtime is required.
We offer an outstanding benefit package which includes: medical/dental/vision, 401k with employer contribution, parental leave, transportation fringe benefit program, back-up care option, generous paid time off policy, and long-term and short-term disability policies.
Katten Muchin Rosenman LLP is an Equal Opportunity Employer/AA-M/F/SO/Disability/Veteran.