Technology Support Analyst II

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.

Technical Support: Provide day-to-day support for desktops, laptops, mobile devices, operating systems, and business applications, ensuring users remain productive and connected.

Troubleshooting & Resolution: Diagnose, investigate, and resolve hardware, software, network, and connectivity issues, escalating when appropriate to drive the best possible outcomes.

Customer Service Excellence: Deliver prompt, professional, and courteous support while maintaining strong communication with users at all levels of the organization.

Microsoft Environment Support: Support Microsoft Windows 11, Microsoft 365 (M365), Microsoft Office, Microsoft Teams, OneDrive, Exchange, and Exchange Online environments.

Remote Access Support: Troubleshoot and support remote computing tools, including Citrix and Virtual Private Network (VPN) access.

Mobile Device Management: Configure, support, and troubleshoot Apple iOS devices, mobile applications, and Microsoft Intune-managed devices.

Collaboration Technology: Set up, support, and troubleshoot Zoom, Webex, and Microsoft Teams meetings, ensuring seamless virtual and hybrid experiences.

Conference Room & Audio Visual Support: Configure and maintain presentation technology, video conferencing systems, projectors, screens, and audio equipment for meetings and events.

Voice & Communication Systems: Assist with Voice over Internet Protocol (VoIP) telephony systems and communication technologies.

Ticket & Process Management: Maintain accurate documentation, manage incidents through ServiceNow, and follow established procedures, quality controls, and ticket ownership standards.

Knowledge Sharing: Document solutions, best practices, and troubleshooting findings while supporting teammates with complex technical challenges.

Technology Rollouts & Events: Assist with hardware deployments, software upgrades, maintenance windows, and special projects, including occasional after-hours and weekend support.

The schedule for this position is:

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

Education & Certifications: Degree, diploma, or technical qualification in Computer Science, Information Technology, or a related field. CompTIA A+ and/or Microsoft certifications are preferred.

Relevant Experience: 4 to 6 years of technology support experience within a professional services environment; law firm experience is highly preferred.

Technical Expertise: Strong knowledge of Windows desktop environments, hardware and software troubleshooting, Microsoft technologies, Exchange Online, networking fundamentals, Wi-Fi, and peripheral device support.

Collaboration Tools Knowledge: Experience supporting Microsoft Teams, Zoom, Webex, video conferencing systems, and modern workplace technologies.

Service Management Skills: Familiarity with ticketing systems, particularly ServiceNow, and a disciplined, process-oriented approach to issue resolution.

Mobile & Endpoint Support: Experience supporting iPhones, iPads, mobile device management platforms, endpoint security tools, and laptop/desktop environments.

Problem-Solving Ability: Strong analytical thinking, sound judgment, and the ability to prioritize and resolve multiple issues in high-pressure situations.

Communication & Relationship Building: Excellent verbal and written communication skills with a proven ability to build trust and provide outstanding customer service.

Teamwork & Collaboration: A willingness to share knowledge, support colleagues, and partner effectively with technical teams across the organization.

Adaptability & Flexibility: 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.

If you’re passionate about delivering exceptional technology support, solving complex challenges, and helping professionals stay productive, we’d love to hear from you for this Technology Support Analyst II opportunity!

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.