Technology Support Analyst II

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 23 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 in fast‑paced environments and enjoys being the go‑to resource for solving complex technical challenges?

As a Technology Support Analyst II
, you will provide day‑to‑day support for PC hardware, software, and conference technologies across the Firm. From diagnosing and resolving desktop issues to supporting remote trial setups and conference center operations, you will play a critical role in keeping our teams connected and productive.

This position requires strong analytical thinking, sound judgment, and the ability to manage multiple priorities under pressure. You’ll collaborate closely with technical teams, assist the Global Information Technology (IT) Service Desk when needed, and deliver prompt, professional, and customer‑focused support at every interaction. Success in this role requires both independence—particularly when working remotely during specific assignments—and a highly collaborative mindset.

This role involves firm‑wide maintenance windows, with occasional weekday and weekend overtime, particularly during technology rollouts. This position requires the individual to be in the office 100% of the time.

• Desktop & Hardware Support – Install, configure, maintain, and upgrade personal computers, laptops, and related hardware, ensuring optimal performance across the Firm’s technology environment.
• Troubleshooting & Issue Resolution – Diagnose and resolve intermediate‑level hardware, software, and operating system issues using structured troubleshooting methodologies; upscale appropriately when needed.
• Windows & Core Applications Management – Support Microsoft Windows 11, Microsoft 365 (M365), One Drive, and other core business applications, including iManage Work and firm‑specific systems.
• Remote Access & Virtual Desktop Support – Provide support for remote computing environments, including Citrix Xen Desktop and Cisco Any Connect secure connectivity.
• Mobile Device & iOS Support – Configure and troubleshoot iOS devices, including iPhones and iPads, and support tools such as Microsoft Authenticator and Intune.
• Network & Voice Support – Assist with wireless networking issues and provide support for Voice over Internet Protocol (VoIP) systems, including Avaya and related telephony platforms.
• Conference Technology & Audio‑Visual (AV) Operations – Set up and troubleshoot conference room technology, including audio systems, video conferencing platforms (Zoom, Web Ex, Microsoft Teams, Remo), Polycom and Cisco video conference systems, LCD projectors, and presentation equipment.
• Conference Center Operations – Support day‑to‑day conference center technology needs, including audio conferences, microphones, speakerphones, and video systems; become proficient in the Firm’s Crestron control systems.
• Ticketing & Documentation – Manage incidents through Service Now, adhere to ticket ownership guidelines, and document solutions, processes, and new findings to strengthen team knowledge.
• Collaboration & Escalation – Partner with cross‑functional technical teams to resolve complex issues and share troubleshooting expertise to support team success.
• Quality & Process Compliance – Follow written procedures, checklists, and quality controls during project rollouts and participate in on‑call rotations and overtime as needed.

• Education – bachelor’s degree in computer science, Information Technology, or a related technical field (or equivalent practical experience).
• Experience – 5–6 years of experience supporting desktop computing in a…