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Agent guide: [/agents.md](https://www.wearedevelopers.com/agents.md). --- # Support Analyst - **Company:** Katten Muchin Rosenman Llp - **Location:** Dallas, TX, United States (Remote available) - **Contract:** Permanent contract - **Skills:** Microsoft Windows, Wireless LAN, Adobe Acrobat, Active Directory, Data Analysis, Antivirus Softwares, Software Applications, User Authentication, Bomgar, Microsoft Outlook, Client/Server Application Language (C/AL), Cyber Security, Dynamic Host Configuration Protocol, Domain Name System (DNS), Virtual Private Networks (VPN), Microsoft Office, Network Connections, TCP/IP, Wide Area Networks, Tablet Computers, Microsoft InTune, Computer Equipment, Laptops, Servicenow - **Published:** November 11, 2026 - **Apply:** https://www.indeed.com/viewjob?jk=0ec75e306d4a4365 ## About the Role * High school diploma or equivalent and three or more years related experience in the technology field; or equivalent combination of education and experience. MTA, MCSA Windows 11, or A+ Certification highly desirable. Prior experience in a large legal or professional services environment highly desirable. * Proficiency working with MS Office 365, ServiceNow, VDI, VPN, Microsoft Authenticator, Windows 365, Microsoft Intune and Entra ID, iManage, Beyond Trust Bomgar remote support, various administrative/support tools, Active Directory, audio/video equipment, smart phones, tablets and other mobile devices. "Hands on" experience with system support, troubleshooting, repair, and maintenance of desktop/laptop software/hardware. Basic knowledge of LAN/WAN/WLAN, TCP/IP, DHCP, DNS preferred. * Proactive with the ability to identify, define, and analyze detailed support issues and problems and to recommend and implement solutions. Ability to interpret technical instructions or diagram. * Excellent analytical and technical skills requiring an aptitude for detail, precision, and logic with comprehensive knowledge of desktop support in a Windows 11 - Office 365 networked environment to provide technical assistance and problem resolution to the various Firm applications and systems. * Exhibit high degree of initiative with demonstrated troubleshooting, problem resolution, and follow-through skills to manage multiple priorities in a fast-paced, detail-oriented, and consistently changing work environment with the ability to make decisions based upon results of research. * Excellent interpersonal, verbal, and written communication skills with the ability to communicate with courtesy and diplomacy and efficiently follow written and verbal instructions. * Ability to provide technical support and training to a diverse group of users having different levels of computer expertise including attorneys, support staff, and clients. In addition, maintain effective relationships with vendors and consultants. * Dependable team player who works collaboratively and cooperatively with others in a team-oriented environment. Puts the success of the team ahead of one's own ambition. Ability to use good judgement and act independently to make decisions within scope of the position's responsibilities. * 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, photocopier, scanner, etc. ## Description 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. 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. * 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 resolve issues in a timely manner. * Provide technical support in the preferred Firm web meeting platform, Zoom, with working knowledge of MS Teams, and other web meeting platforms, as needed. * Contact vendors as necessary to troubleshoot issues. * After-hours support and on-call rotation is required.