Technology Support Analyst II

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.

About the role

Are you a solutions-focused technology professional who thrives in a fast-paced environment and enjoys delivering exceptional support to end users? As a Technology Support Analyst II, you will play a critical role in keeping technology running smoothly across the firm. You'll provide hands-on support for desktop and laptop hardware, software, mobile devices, collaboration tools, and conference room technology while delivering a high level of customer service to attorneys, business professionals, and clients. This is an excellent opportunity for a technology expert who enjoys troubleshooting complex issues, collaborating with technical teams, and making a direct impact on the user experience.

This position is fully onsite and requires regular participation in firm-wide maintenance activities, occasional after-hours support, and flexibility to assist with special events, remote trial support, and offsite meetings when needed.

Responsibilities

• Provide day-to-day support for desktops, laptops, mobile devices, operating systems, and business applications, ensuring users remain productive and connected.
• Diagnose, investigate, and resolve hardware, software, network, and connectivity issues, escalating when appropriate to drive the best possible outcomes.
• Deliver prompt, professional, and courteous support while maintaining strong communication with users at all levels of the organization.
• Support Microsoft Windows 11, Microsoft 365 (M365), Microsoft Office, Microsoft Teams, OneDrive, Exchange, and Exchange Online environments.
• Troubleshoot and support remote computing tools, including Citrix and Virtual Private Network (VPN) access.
• Configure, support, and troubleshoot Apple iOS devices, mobile applications, and Microsoft Intune-managed devices.
• Set up, support, and troubleshoot Zoom, Webex, and Microsoft Teams meetings, ensuring seamless virtual and hybrid experiences.
• Configure and maintain presentation technology, video conferencing systems, projectors, screens, and audio equipment for meetings and events.
• Assist with Voice over Internet Protocol (VoIP) telephony systems and communication technologies.
• Maintain accurate documentation, manage incidents through ServiceNow, and follow established procedures, quality controls, and ticket ownership standards.
• Document solutions, best practices, and troubleshooting findings while supporting teammates with complex technical challenges.
• Assist with hardware deployments, software upgrades, maintenance windows, and special projects, including occasional after-hours and weekend support.

Requirements

• Degree, diploma, or technical qualification in Computer Science, Information Technology, or a related field.
• CompTIA A+ and/or Microsoft certifications are preferred.
• 4 to 6 years of technology support experience within a professional services environment; law firm experience is highly preferred.
• Strong knowledge of Windows desktop environments, hardware and software troubleshooting, Microsoft technologies, Exchange Online, networking fundamentals, Wi-Fi, and peripheral device support.
• Experience supporting Microsoft Teams, Zoom, Webex, video conferencing systems, and modern workplace technologies.
• Familiarity with ticketing systems, particularly ServiceNow, and a disciplined, process-oriented approach to issue resolution.
• Experience supporting iPhones, iPads, mobile device management platforms, endpoint security tools, and laptop/desktop environments.
• Strong analytical thinking, sound judgment, and the ability to prioritize and resolve multiple issues in high-pressure situations.
• Excellent verbal and written communication skills with a proven ability to build trust and provide outstanding customer service.
• A willingness to share knowledge, support colleagues, and partner effectively with technical teams across the organization.
• Ability to work independently, support offsite events and meetings, and participate in maintenance windows, overtime assignments, and occasional on-call support as business needs require.

Schedule

Monday through Friday from 9:30 am – 6:00 pm CT