Technology Support Analyst II

Overview

About Kirkland & Ellis

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 22 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.

Are you a hands-on technology professional who thrives on solving complex technical issues while delivering exceptional client service? As a Technology Support Analyst II, you’ll play a critical role in supporting the day-to-day technology needs of our firm, ensuring seamless performance of desktop systems, conference technology, and remote computing environments.

In this role, you’ll install, diagnose, repair, maintain, and upgrade PC hardware and software while delivering prompt, professional support to users at all levels of the firm. You’ll collaborate closely with technical teams to troubleshoot and resolve issues, assist with conference and remote trial setups, and provide phone-based support when needed. Your ability to balance structure with flexibility—especially in high-pressure situations—will be key to success.

This position requires 100% on-site presence in Chicago, IL and participation in firmwide maintenance windows, with occasional overtime during weekdays and weekends, particularly during technology rollouts.

Standard

Hours:

35 hours per week

• Technical Support & Troubleshooting:
  Diagnose and resolve intermediate desktop computing issues across hardware, software, operating systems, and peripheral devices; escalate complex matters as needed to ensure timely resolution.
• System Installation & Maintenance:
  Install, configure, upgrade, and maintain Windows 11 operating systems and core applications, including Microsoft 365 and firm-specific platforms.
• Remote Computing & Mobility Support:
  Support Citrix, Virtual Private Network (VPN), remote computing tools, and iOS device setup and troubleshooting.
• Conference & Audio-Visual (AV) Technology:
  Set up and troubleshoot video conferencing and audio systems in conference rooms and the Conference Center; support platforms such as Zoom, Web Ex, and Microsoft Teams, and assist with remote event execution.
• Voice & Network Support:
  Provide intermediate support for wireless networks and Voice over IP (VoIP) telephone systems, including Avaya.
• Service Desk
  
  Collaboration:
  
  Partner with the Global Information Technology (IT) Service Desk to provide phone support and ensure consistent ticket ownership and documentation within Service Now.
• Documentation & Process Adherence:
  Document solutions, maintain accurate ticket records, and follow established procedures, checklists, and quality control standards during rollouts and projects.
• Team
  
  Collaboration:
  
  Assist colleagues with complex troubleshooting, contribute to knowledge sharing, and work cross-functionally to support firmwide technology initiatives.
• Research & Continuous Improvement:
  Leverage internal and external resources to investigate issues, identify solutions, and enhance support processes.

• Education:
  
  Degree in Computer Science or equivalent technical experience.
• Experience:
  
  5–6 years of experience in a professional services environment; law firm experience preferred.
• Technical Expertise:
  Strong knowledge of desktop computing environments, including Microsoft Windows, Microsoft Office 365, Citrix, VPN technologies, Lenovo and HP hardware, and mobile device management tools such as Intune.
• Conference & AV Knowledge:
  Experience supporting conference center technologies, including Cisco video conferencing systems, Crestron, audio systems, and collaboration platforms such as Zoom and Microsoft Teams.
• Enterprise Applications Familiarity:
  Exposure to platforms such as iManage (Desk Site and File Site), People Soft, Intapp, multi-factor authentication (MFA), and Service Now ticket…