Technology Support Analyst II

Are you a hands-on technology professional who thrives on solving complex technical challenges while delivering exceptional customer support?

As a Technology Support Analyst II, you’ll play a critical role in ensuring employees have the technology, tools, and support they need to work effectively. You’ll provide day-to-day desktop support, troubleshoot hardware and software issues, assist with remote and onsite technology deployments, and help deliver a seamless end-user experience across a fast-paced professional environment.

This role is ideal for someone who enjoys problem-solving, values customer service, and can remain calm and effective when managing multiple priorities. You’ll collaborate with technical teams, support remote users and locations, contribute to technology rollouts, and help ensure reliable technology operations across the organization. Occasional travel, after-hours support, and participation in maintenance windows may be required.

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

• Education & Certifications: Degree, diploma, or technical qualification in Computer Science or a related field. CompTIA A+ and Microsoft certifications are desirable.
• Relevant Experience: 5-6 years of experience in desktop support, technical support, or information technology environments, preferably within professional services or a law firm setting.
• Technical Expertise: 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.
• Infrastructure Knowledge: Understanding of networking fundamentals, wireless technologies, VoIP systems, multifactor authentication, and enterprise device management.
• Collaboration & AV Skills: Experience supporting video conferencing platforms, conference room technology, and hybrid meeting environments.
• Problem-Solving Ability: Strong analytical and troubleshooting skills with the ability to assess issues, identify solutions, and escalate appropriately when necessary.
• Customer Focus: Excellent interpersonal, customer service, verbal, and written communication skills with the ability to support users at all levels of the organization.
• Adaptability & Ownership: Ability to manage competing priorities, work independently in remote environments, and remain effective under pressure.
• Team-Oriented Mindset: Willingness to collaborate, share knowledge, support colleagues, and contribute to continuous improvement initiatives.
• Additional Experience: 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.

If you’re passionate about solving technical challenges, delivering outstanding customer support, and making a meaningful impact as a Technology Support Analyst II, we’d love to hear from you!

The base salary range below represents the low and high end of the salary range for this position in Chicago. 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.

Compensation Range:

Chicago: $67,000 - $83,000

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.