Technology Support Analyst I

About the role

Are you a customer-focused IT professional who thrives on solving technical challenges and delivering exceptional support in a fast-paced environment? As a Technology Support Analyst I, you'll play a critical role in supporting the day-to-day technology needs of a high-performing professional services environment. From troubleshooting hardware and software issues to supporting collaboration tools, mobile devices, and conference room technology, you'll help ensure employees stay productive and connected. This role requires strong analytical thinking, excellent customer service, and the ability to manage multiple priorities while maintaining a high level of professionalism. This position is 100% onsite and includes participation in firm-wide maintenance windows, with occasional overtime during technology rollouts and upgrades.

Responsibilities

• Provide Technical Support: Install, maintain, troubleshoot, repair, and upgrade desktop and laptop computers, peripherals, and software applications.
• Resolve User Issues: Diagnose technical problems, determine the best course of action, and either resolve issues directly or escalate them appropriately.
• Support Microsoft Technologies: Provide support for Microsoft Windows 11, Microsoft 365, Teams, OneDrive, Exchange, and Exchange Online environments.
• Assist Remote Workers: Support Virtual Private Network (VPN), Citrix, remote access technologies, and mobile workforce connectivity.
• Manage Mobile Devices: Configure and troubleshoot iPhones, iPads, and Mobile Device Management (MDM) solutions, including Microsoft Intune.
• Collaborate Across Teams: Partner with other technical support groups to identify root causes and deliver timely resolutions to complex issues.
• Support Conference Room Technology: Set up, maintain, and troubleshoot audio visual systems, video conferencing equipment, Zoom, Microsoft Teams, Polycom, and Cisco collaboration tools.
• Maintain Service Excellence: Deliver prompt, professional, and courteous support while building strong relationships with employees across all levels of the organization.
• Document and Track Work: Manage incidents and service requests through ServiceNow, maintain accurate records, and document new solutions, procedures, and troubleshooting processes.
• Support Technology Deployments: Follow established procedures, quality standards, and rollout plans during system upgrades, deployments, and firm-wide technology initiatives.
• Troubleshoot End User Technology: Support printers, telephony systems, authentication tools, encryption software, and productivity applications.
• Contribute to Team Success: Share knowledge, assist colleagues with challenging issues, and promote continuous improvement across the support team.

Schedule

Monday through Friday from 11:00 a.m. – 7:00 p.m.

Requirements

• Education & Certifications: Degree, diploma, or formal training in Computer Science, Information Technology, or a related technical field. CompTIA A+ and Microsoft certifications are preferred.
• Relevant Experience: 3 to 4 years of desktop support, technical support, or help desk experience in a professional services environment. Law firm experience is a plus.
• Technical Expertise: Strong working knowledge of desktop hardware, software troubleshooting, Microsoft Windows 11, Microsoft 365, Exchange, networking fundamentals, and peripheral device support.
• Service Management Knowledge: Experience working with ticketing platforms, preferably ServiceNow, and a commitment to ownership, follow-through, and process adherence.
• Remote & Endpoint Support Skills: Experience supporting Citrix, VPN connectivity, endpoint devices, macOS, iOS, and enterprise mobility solutions.
• Communication & Customer Service: Excellent verbal and written communication skills with the ability to explain technical concepts clearly to non-technical users.
• Problem-Solving Ability: Strong analytical and troubleshooting skills with sound judgment and a solutions-oriented mindset.
• Collaboration & Flexibility: Ability to work effectively under pressure, manage multiple priorities, support after-hours maintenance activities, and collaborate with diverse technical and business teams.
• Audio Visual & Collaboration Tools Experience: Exposure to conferencing technologies, meeting room support, Voice over Internet Protocol (VoIP) systems, and collaboration platforms is highly valued.

Pay

The base salary range below represents the low and high end of the salary range for this position in New York City. This range may differ based on your geographic location and cost of living considerations. At Kirkland & Ellis, we consider compensation more than just a base salary. We offer an exceptional range of flexible benefits including comprehensive healthcare, paid time off, and retirement. We also offer personal support and tailored learning and development opportunities all designed to help you realize your full potential both in life and at work.

• New York City: $67,000 - $92,000