Firmwide Service Desk Analyst II (10am-6pm CT)

About Kirkland & Ellis

At Kirkland & Ellis, we don’t just meet the standard for legal excellence — we set it. Our culture is built on teamwork, ingenuity and an unwavering commitment to continuous growth. We tackle the most sophisticated legal challenges with bold ideas and innovative solutions, powered by the exceptional experience and ambition of our 7,000+ people, including 4,000+ attorneys, across 24 offices worldwide. Our dedicated professionals share our lawyers’ commitment to excellence and show up each day to do meaningful work that helps drive global business, investment and innovation forward.

What You’ll Do

• Serve as a primary point of contact for technology-related inquiries via phone and email, resolving a high percentage of issues at first contact and escalating more complex problems to the appropriate technical teams.
• Accurately record and manage support requests within the Information Technology Service Management (ITSM) ticketing system, ensuring all incidents, requests, and resolutions are fully documented.
• Track open tickets, coordinate with referral technicians, and follow up with users after resolution to confirm quality and satisfaction.
• Diagnose and resolve issues related to desktop hardware, operating systems, applications, networking, and remote access using structured troubleshooting methodologies.
• Provide prompt, professional, and courteous support while maintaining strong relationships with users across all levels of the organization.
• Assist with Microsoft Windows environments, Microsoft Office applications, remote computing tools, mobile device setup and troubleshooting, and other enterprise technologies.
• Partner with infrastructure, networking, and application teams to resolve complex issues and ensure seamless support for end users.
• Capture new solutions, troubleshooting insights, and best practices to strengthen the Service Desk knowledge base.
• Follow established firm policies, standards, procedures, and escalation guidelines while maintaining high service quality.
• Contribute to a supportive team environment by sharing expertise, assisting colleagues during peak demand, and helping maintain consistent service levels.
• Participate in training, technology updates, on-call rotations, and occasional overtime to support continuous Service Desk operations.

What You’ll Bring

• Education: Bachelor’s degree or equivalent experience.
• Experience: 5–7 years of experience in a technology support role within a professional services environment; law firm experience is strongly preferred.
• Technical Expertise: Strong troubleshooting experience across Windows operating systems, Microsoft Office applications, desktop hardware, and enterprise software environments.
• Remote Access & Virtual Environments: Experience supporting remote computing technologies such as virtual desktop infrastructure (VDI), Citrix, and virtual private networks (VPN).
• Mobile & Device Support: Hands-on experience configuring and troubleshooting mobile devices, including iOS platforms and mobile device management tools.
• Networking & Voice Systems Knowledge: Working knowledge of wireless networking and Voice over Internet Protocol (VoIP) phone systems.
• Ticketing & Service Management Systems: Experience using ITSM or service ticketing platforms to track incidents, manage requests, and maintain knowledge documentation.
• Customer Service Excellence: Demonstrated ability to provide responsive, professional support while building trusted relationships with users at all levels of the organization.
• Communication & Collaboration: Strong written and verbal communication skills with the ability to translate technical concepts for non-technical audiences.
• Problem Solving & Analytical Thinking: Ability to identify patterns, investigate issues across multiple sources, and resolve problems efficiently in high-pressure environments.
• Professional Certifications (Preferred): CompTIA A+ certification and/or Microsoft certifications are desirable.

How to Apply

To complete an application and submit your resume, please click "Apply Now." Don't meet every job requirement? That's okay! If you're excited about this role but your experience doesn't perfectly fit every qualification, we encourage you to apply anyway. You may be just the right person for this role or others at Kirkland.