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.
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 Applicance, 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.
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.
Excellent interpersonal, verbal, and written communication skills with the ability to communicate with courtesy and diplomacy; efficiently follow written and verbal instructions.
Ability to provide technical support and information to a diverse group of users having different levels of computer expertise including attorneys, support staff, and clients.
Dependable team player who works collaboratively and cooperatively with others in a team-oriented environment. Ability to act independently and make decisions within scope of the position’s responsibilities. Display the utmost professionalism at all times with team members as well as end-users.
Excellent organizational skills including record keeping, data collection, and system information. Ability to compile and analyze data and furnish information in report format, written correspondence, e‑mail, or verbally.
Ability to operate standard office equipment including computer, printers, telephone, scanner, photocopier, calculator, facsimile, etc.
Ability to occasionally retrieve and distribute files, written documentation, or office supplies weighing up to 10 pounds.
Occasional after hours or weekend overtime may be required.
BENEFITS: We offer an outstanding benefit package which includes: medical/dental, 401k with employer contribution; transportation fringe benefit program; back-up care option; paid time off policy; and short-term disability policies.
Katten is an Equal Opportunity Employer/AA-M/F/SO/Disability/Veteran.