Job ID: 4437
Updated: Feb 2, 2018
Location: Boston, MA, United States
Category: Information Technology
About Kirkland & Ellis
Kirkland & Ellis LLP is a preeminent, full-service law firm with offices around the world and a staff as diverse as the practice areas we support. Our clients range from Fortune 100 companies to medium and small corporations, financial institutions, and private equity firms. Known for our commitment to excellence, Kirkland strives to provide superior service to our clients as well as our fellow employees. From Information Technology to Human Resources, Paralegal Services to Business Development, Kirkland offers non-attorney professionals challenging careers in a variety of functional areas. Whether starting or growing your career, Kirkland can offer a performance-driven culture filled with bright and innovative teams of co-workers.
Essential Job Functions
The Technology Training and Support Analyst II (Boston) is responsible is for helping staff and attorneys learn and use available technology to support our clients, through training, coaching, and technical support of hardware and software. The person in this role delivers onboarding training to all new hires and must project a professional, engaging demeanor and provide a positive, high-energy learning environment. He or she must be able to quickly diagnose, determine appropriate course of action, and provide complete follow through on all incidents to a successful resolution; a reliable self-starter and problem solver who looks for opportunities to proactively educate attorneys and staff, and reactively respond competently to provide most levels of support for technical issues, including but not limited to computer hardware and software installations at all levels. Training delivery includes classroom training, webinars, individual coaching, support, and document troubleshooting. The candidate must be able to create basic troubleshooting documentation, along with detailed step-by-step instruction for the Kirkland user, and deliver training following standardized firmwide lesson plans that include: knowledge of Microsoft Office 2007/2010 products, proper use of Word to construct legal documents and the use of Document Management is essential, as is the ability to learn new applications quickly, proficiently and independently.
The position requires the individual to be available for emergency situations 24/7, and may result in coming into the office to troubleshoot and resolve issues.
The individual needs to have basic to intermediate Networking skills. He or she will possibly be required to work one Saturday a month for our Monthly Maintenance Window (typically third Saturday of every month). The person will also work with firmwide teams to perform basic networking tasks, troubleshooting, upgrading or updating hardware, installation of new hardware, decommissioning hardware, and other tasks as assigned.
The individual will need to be familiar with Avaya phone system or a similar system. They will be required to assist the firm wide teams to troubleshoot and maintain this system, which includes local telephone sets and phone button changes.
The position will also require setup, monitoring and troubleshooting video and audio conferences. The person should be familiar or have experience with Polycom, Crestron controllers, and portable video equipment.
In addition to demonstrating considerable experience in the areas of responsibility listed above, the successful candidate will demonstrate expertise in providing prompt, professional and courteous services on all customer requests, problems, and queries. The candidate must have excellent oral and written communication skills, show strong interpersonal and customer service skills, and have the ability to be process-oriented yet flexible. The candidate must be able to interact with individuals from all levels throughout the Firm.
Qualifications & Requirements
The Technology Training and Support Analyst II position requires a Bachelor’s degree or the equivalent, plus a minimum of 3 - 4 years of support and/or training experience in a legal environment. A+ certification, as well as, Microsoft certification is a plus.
Current K&E Technologies
How to Apply
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Equal Employment Opportunity
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