Katten
Overview
Help Desk Technician at Katten Muchin Rosenman LLP. Hybrid work model available (KattenFlex) with on-site and remote work regularly. Essential Duties and Responsibilities
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. Primary support is phone and email; multi-task by also addressing in-person requests and IT-generated tasks. Vet, collect, and evaluate detailed information from end-users to determine resolution method; log pertinent details in the Help Desk incident tracking system with accurate, descriptive, and clear information. Manage incident queue daily; follow up for incident resolution; document all aspects of activity performed for incident resolution. Analyze problems to resolve hardware/software solutions by phone or email; escalate when necessary to higher-level staff or IT management. Maintain courteous customer service and anticipate end-users needs. Communicate professionally with end-users regarding problem resolution status to ensure a satisfactory outcome. Knowledge, Skills and Abilities High school diploma or equivalent and two+ years of concentrated Help Desk experience (preferably in a law firm). Microsoft Office certification desired. MTA, MCSA, Windows 10/11, or A+ certification desired. Knowledge of ITIL Foundations (incident management). Proficiency with Windows 10/11, iManage Work 10, Microsoft 365, Adobe Acrobat, Cisco Jabber, SCCM, Azure, Active Directory, ServiceNow, RDP, VoIP phones, Intune, mobile devices; basic knowledge of cloud computing, Entra ID, and Azure Services preferred. Ability to identify, define, and analyze complex technical issues; perform remote troubleshooting; provide timely solutions. Strong initiative, troubleshooting, follow-through, and ability to manage multiple priorities in a fast-paced environment. Excellent interpersonal, verbal, and written communication; ability to provide support to a diverse user group including attorneys, staff, and clients. Dependable team player; capable of independent decision-making within role; professional at all times. Excellent organizational skills, including record keeping and data analysis; able to compile information in reports or written communications. Ability to operate standard office equipment and lift up to 10 pounds as needed. May require more than 37.5 hours per week; rotating weekend days and some holiday overtime may be required. Salary and Benefits
In our Chicago office, the annualized salary range is $50,000 to $65,000. Actual pay based on experience and other factors. Benefits include medical/dental/vision, 401k with employer contribution, parental leave, transportation fringe benefit program, back-up care option, generous paid time off, and disability policies. Equal Opportunity
Katten Muchin Rosenman LLP is an Equal Opportunity Employer. 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. #J-18808-Ljbffr
Help Desk Technician at Katten Muchin Rosenman LLP. Hybrid work model available (KattenFlex) with on-site and remote work regularly. Essential Duties and Responsibilities
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. Primary support is phone and email; multi-task by also addressing in-person requests and IT-generated tasks. Vet, collect, and evaluate detailed information from end-users to determine resolution method; log pertinent details in the Help Desk incident tracking system with accurate, descriptive, and clear information. Manage incident queue daily; follow up for incident resolution; document all aspects of activity performed for incident resolution. Analyze problems to resolve hardware/software solutions by phone or email; escalate when necessary to higher-level staff or IT management. Maintain courteous customer service and anticipate end-users needs. Communicate professionally with end-users regarding problem resolution status to ensure a satisfactory outcome. Knowledge, Skills and Abilities High school diploma or equivalent and two+ years of concentrated Help Desk experience (preferably in a law firm). Microsoft Office certification desired. MTA, MCSA, Windows 10/11, or A+ certification desired. Knowledge of ITIL Foundations (incident management). Proficiency with Windows 10/11, iManage Work 10, Microsoft 365, Adobe Acrobat, Cisco Jabber, SCCM, Azure, Active Directory, ServiceNow, RDP, VoIP phones, Intune, mobile devices; basic knowledge of cloud computing, Entra ID, and Azure Services preferred. Ability to identify, define, and analyze complex technical issues; perform remote troubleshooting; provide timely solutions. Strong initiative, troubleshooting, follow-through, and ability to manage multiple priorities in a fast-paced environment. Excellent interpersonal, verbal, and written communication; ability to provide support to a diverse user group including attorneys, staff, and clients. Dependable team player; capable of independent decision-making within role; professional at all times. Excellent organizational skills, including record keeping and data analysis; able to compile information in reports or written communications. Ability to operate standard office equipment and lift up to 10 pounds as needed. May require more than 37.5 hours per week; rotating weekend days and some holiday overtime may be required. Salary and Benefits
In our Chicago office, the annualized salary range is $50,000 to $65,000. Actual pay based on experience and other factors. Benefits include medical/dental/vision, 401k with employer contribution, parental leave, transportation fringe benefit program, back-up care option, generous paid time off, and disability policies. Equal Opportunity
Katten Muchin Rosenman LLP is an Equal Opportunity Employer. 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. #J-18808-Ljbffr