Technology Support Analyst II

Are you a hands-on technology professional who enjoys solving complex technical issues, delivering exceptional customer support, and keeping business-critical systems running smoothly?

As a Technology Support Analyst II, you will play a key role in supporting end users across a fast-paced professional services environment. You’ll provide day-to-day support for desktop and laptop hardware, software applications, mobile devices, conference room technology, and collaboration tools. Success in this role requires strong troubleshooting skills, excellent customer service, and the ability to prioritize multiple requests while maintaining a calm, professional approach.

This position is ideal for someone who enjoys working directly with users, collaborating with technical teams, and providing reliable technology solutions that enable business success.

The role is fully on-site and may involve occasional after-hours support, maintenance activities, special events, and offsite technology assistance when needed.

End-User Support: Provide day-to-day support for laptops, desktops, mobile devices, software applications, peripherals, and related technology.

Technical Troubleshooting: Diagnose and resolve hardware, software, operating system, network, and connectivity issues using structured troubleshooting methodologies.

Customer Service Excellence: Deliver prompt, professional, and courteous support while managing multiple priorities and maintaining a high level of customer satisfaction.

Ticket Management: Manage incidents and service requests through the ticketing system, ensuring accurate documentation, ownership, and timely resolution.

Windows & Microsoft Support: Support Windows 11, Microsoft 365 (M365), Microsoft Office, Microsoft Teams, Microsoft OneDrive, and related productivity applications.

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

Mobile Device Support: Configure, maintain, and troubleshoot Apple iPhone, iPad, and iOS devices, including mobile device management solutions.

Collaboration Technology: Set up, support, and troubleshoot Zoom, Webex, and Microsoft Teams meetings and conferencing environments.

Conference Room Technology: Install, configure, and support audio visual equipment, presentation tools, projectors, screens, and video conferencing systems.

Voice & Communication Systems: Assist with Voice over Internet Protocol (VoIP) telephone systems, call management tools, and user support requests.

Knowledge Sharing: Document solutions, procedures, and technical findings to improve team efficiency and service delivery.

Team Collaboration: Partner with technical teams across the organization to escalate issues, share expertise, and drive successful resolution of complex problems.

Project & Rollout Support: Follow documented procedures, quality standards, and checklists while assisting with technology rollouts, upgrades, and special initiatives.

Offsite & Event Support: Provide technology support for remote meetings, trial setups, client locations, and special business events as needed.

Maintenance & After-Hours Coverage: Participate in firm-wide maintenance windows, occasional overtime, and on-call support when business needs require.

The schedule for this position is:

Monday through Friday from 9:00 am - 5:00 pm

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.

Desktop Support Expertise: Strong knowledge of desktop computing environments, hardware, software, peripheral devices, and troubleshooting best practices.

Microsoft Technologies: Experience supporting Windows operating systems, Microsoft 365, Microsoft Office Suite, Microsoft Teams, Exchange, and Exchange Online.

Infrastructure Knowledge: Understanding of networking fundamentals, Wi-Fi connectivity, remote computing, and Citrix environments.

Mobile Device Management: Experience supporting mobile devices, iOS platforms, and Microsoft Intune administration.

Collaboration & AV Technologies: Familiarity with video conferencing platforms, conference room technology, and audio visual support. Experience with Polycom, Cisco, Zoom, or Webex is a plus.

Service Management Tools: Experience working with ticketing systems, preferably ServiceNow, and maintaining accurate technical documentation.

Communication Skills: Excellent verbal and written communication skills with the ability to interact effectively with professionals at all levels.

Customer-Focused Mindset: Strong interpersonal skills, sound judgment, and a commitment to delivering exceptional service in a fast-paced environment.

Adaptability & Ownership: Ability to work independently, remain composed under pressure, manage competing priorities, and take ownership of issues through resolution.

If you’re passionate about delivering outstanding technical support, solving challenging technology issues, and creating a seamless user experience, we’d love to hear from you for this Technology Support Analyst II opportunity!

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.

Compensation Range:

New York City: $76,000 - $105,000

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.