Technology Support Analyst II

About the role

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.

Responsibilities

• Provide prompt, professional support for desktop, laptop, hardware, software, and peripheral technology issues while delivering an exceptional customer experience.
• Diagnose and resolve Windows operating system, application, connectivity, and device-related issues using structured troubleshooting methodologies.
• Own and manage support requests through the ticketing system, ensuring timely resolution, documentation, and appropriate escalation when needed.
• Support remote employees, trial sites, and temporary office setups by ensuring reliable access to technology and collaboration tools.
• Configure and troubleshoot Microsoft Teams, Zoom, Citrix, Virtual Private Network (VPN), and other remote computing solutions.
• Assist with setup, configuration, and troubleshooting of Apple iOS devices and related applications.
• Set up and troubleshoot video conferencing, audio systems, and meeting room technology to support seamless collaboration.
• Provide support for wireless connectivity, Voice over Internet Protocol (VoIP) phone systems, and related infrastructure components.
• Document solutions, create process improvements, and contribute knowledge that helps strengthen team effectiveness and service delivery.
• Participate in technology rollouts, maintenance activities, hardware deployments, and quality-controlled implementation projects.
• Work closely with internal technical teams, third-party vendors, meeting centers, and remote venues to resolve issues and support business operations.
• Participate in maintenance windows, on-call rotations, and occasional overtime during critical projects or technology deployments.

Requirements

• Degree, diploma, or technical qualification in Computer Science or a related field.
• CompTIA A+ and Microsoft certifications are desirable.
• 5-6 years of experience in desktop support, technical support, or information technology environments, preferably within professional services or a law firm setting.

Qualifications

• Strong knowledge of desktop hardware, software, Microsoft Windows 11, Microsoft 365, Microsoft Azure, Microsoft Intune, Microsoft Teams, Citrix, VPN technologies, and end-user computing environments.
• Understanding of networking fundamentals, wireless technologies, VoIP systems, multifactor authentication, and enterprise device management.
• Experience supporting video conferencing platforms, conference room technology, and hybrid meeting environments.
• Strong analytical and troubleshooting skills with the ability to assess issues, identify solutions, and escalate appropriately when necessary.
• Excellent interpersonal, customer service, verbal, and written communication skills with the ability to support users at all levels of the organization.
• Ability to manage competing priorities, work independently in remote environments, and remain effective under pressure.
• Willingness to collaborate, share knowledge, support colleagues, and contribute to continuous improvement initiatives.
• Exposure to remote office setups, trial support environments, ServiceNow, Cisco video conferencing systems, iManage, PeopleSoft, Intapp Time, Avaya, Entra Multifactor Authentication (MFA), and Lenovo devices is a plus.

Pay

Compensation Range Chicago: $67,000 - $83,000

Benefits

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.