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Technology Support Analyst II (Mon-Fri, 9:30am - 6:00pm)

Job ID: 7565

Updated: Jan 31, 2024

Location: Austin, TX, United States

Category: Information Technology

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About Kirkland & Ellis

At Kirkland & Ellis, we are united in our ambition and drive to move forward. We share core values that help us achieve excellence: collaboration, talent empowerment, service, inclusion, respect and gratitude. Our people are our greatest asset, and we invest in the brightest talent and encourage a diversity of perspectives and strengths to create dynamic teams that operate at the pinnacle of their field. Our talented professionals show up every day knowing they will engage in meaningful work, continuous learning and professional development.
 
As one of the world’s leading law firms, we serve a broad range of clients with market-leading practices in private equity, M&A and other complex corporate transactions; investment fund formation and alternative asset management; restructurings; high-stakes commercial and intellectual property litigation; and government, regulatory and internal investigations. We handle the most complicated and sophisticated legal matters because we don’t just meet industry standards, we create them. We bring innovation and entrepreneurialism to every engagement and, as a result, have long-standing client relationships with leading global corporations and financial sponsors. With 6,500 employees (including 3,500 lawyers) operating from 20 offices across the United States, Europe, the Middle East and Asia, we are one of the largest law firms in the world and a top financial performer.

Essential Job Functions

The Technology Support Analyst II is a hybrid position.  The candidate will be responsible for day-to-day support of PC hardware and software.  This includes installing, diagnosing, repairing, maintaining, and upgrading of personal computers and related systems.  The candidate must have strong analytical skills and the ability to operate in extreme high-pressure situations, successfully handle multiple priorities and possess a high level of discipline while remaining flexible.  The candidate should also be able to work independently when working remote when required. 

The candidate will be the primary AV technician and will be responsible for conference room setups, support and maintaining the firms conference rooms. Our conference rooms are used for high level meetings, depositions, video conferences and large events. The candidate must know their craft, and instil confidence by remaining calm under high-pressure situations while focusing on the task at hand.  The candidate must meet or exceed the expectations of the users of the Conference Center by preparing meetings in advance and understanding the users’ technical requirements.  The candidate must have the ability to interact professionally with all levels of firm personnel to ensure seamless and timely execution of meetings, training sessions and special events. Other responsibilities include a thorough understanding of the firm’s conference room hardware and software platforms for troubleshooting and configuration.

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, must show strong interpersonal and customer service skills, and will have the ability to be process-oriented yet flexible.  The candidate must be able to interact with individuals in all levels of the Firm’s business.  He or she must be able to work well with other technical teams to provide troubleshooting steps to aid in resolution of desktop computing issues. 

This role requires participation in firm wide maintenance window with occasional overtime on weekdays and weekends, especially during technology rollouts. 

This position requires the individual to be in the office 100% of the time.

ESSENTIAL FUNCTIONS (This list is not exhaustive and may be supplemented and changed as necessary.)

Conference Technology

Strong analytical reasoning and AV troubleshooting skills.  Individual must also possess excellent judgment regarding local Conference Technology matters.  Must be able to assess situations quickly and proactively to ensure customer/client satisfaction.  Excellent verbal and written communication skills are necessary in addition to having a strong customer service commitment.

The candidate’s responsibilities will include but not limited to:

  • Support the day-to-day Conference Centre Technology operational needs.
  • Assist the conference technology team with organizing and documenting all aspect of Conference technology
  • Help keep documentation on all maintenance activities including any equipment changes and incident reports.
  • Set up audio conferences (microphones, sound systems, speakerphones, conference calls)
  • Set up and Support remote Zoom, WebEx, MS Teams and Remo events.
  • Set up and maintain visiting attorney offices.
  • Set up presentation equipment (LCD projectors, screens, videos) 
  • Laptops (webcasts, network connections)
  • Become proficient on the operation of Kirkland’s Crestron program.
  • Organize daily operational needs and provide daily activity report to the Firmwide Conference Technology Manager.
  • Assist with monthly report as required to the Firmwide Conference Technology Manager.
  • Maintain documentation on all maintenance activities, projection lamp hours, any equipment changes and incident reports.
  • Daily coordination and communication with the local conference centre scheduler to ensure the client’s needs are provided and supported as requested.
  • Maintain coordination with the FW Conference Technology team.
  • Maintain sufficient inventory of supplies (batteries, cables, DVD's, power supplies)/ ensure operating efficiency of equipment.
  • Ensure daily that all onsite Conference Centre Technology systems are fully functional.
  • Perform system maintenance as scheduled and work with vendors as required. 
  • Exhibit helpful, customer service-oriented attitude with team members and end-users.
  • Remain calm yet communicate (and act) with sense of urgency when end-user has an urgent matter requiring resolution.
  • General knowledge and troubleshooting of the firm’s standard hardware such as laptop and related programs.
  • Strong Knowledge of Microsoft PowerPoint
  • Retains knowledge and stays current on the firm’s procedures and guidelines that affect technology usage and support requirements
  • Microphone mixers/digital sound processors, types, and pickup patterns
  • Strong understanding of display resolutions
  • Strong understanding of the different video connector types
  • Ability to read AV drawings and signal flow
  • Understating of the different video playback formats  
  • Understanding of Audio signal levels (Mic, line, speaker)
  • Remotely assist with desktop video conference applications
  • Strong troubleshooting skills troubleshooting desktop Webcams, microphone, and speaker issues       
  • Participates in overtime on an as needed basis.
  • Ability to setup and troubleshoot video and audio in conference rooms.

Technology Support

  • Excellent judgment in assessing user issues; intermediate trouble-shooting methodology.
  • Ability to work to the best resolution either through own knowledge or proper, timely escalation.
  • Proficient in Windows 10 OS and core application suite; including the Microsoft Suite and various Kirkland applications.
  • Intermediate knowledge of Remote Computing and Citrix experience.
  • Intermediate PC troubleshooting skills and assists other team members in troubleshooting and diagnosing issues
  • Intermediate knowledge of iOS setup and troubleshooting.
  • Knowledge of networks including wireless experience.
  • Intermediate understanding and knowledge of Voice over IP (VOIP) telephone systems.
  • Demonstrates the willingness and ability to help other team members on difficult issues.
  • Documents new findings/solutions and processes
  • Adheres to use of call ticketing system for each incident (e.g. request, issues, etc.).
  • Understands and follows ticket ownership guidelines and system usage.
  • Solid ability to research information through internal and external sources.
  • Adheres to written procedures, checklists and all quality control associated with project rollouts.
  • Participates in on-call and overtime on an as needed basis.

Qualifications & Requirements

Education, Work Experience, Skills

  • Education. Computer Science or Technical qualification
  • Minimum of 5 to 6 years of experience in a professional services environment, law firm experience preferable.
  • Minimum of 4 years of AV experience in a conference environment.
  • Must have a current or working towards Avixa CTS certification and maintained during employment.
  • A+ and/or Microsoft certification are desirable.
  • Strong verbal and written communication skills.
  • Must be able to demonstrate strong interpersonal and customer service skills and will have the ability to be process-oriented yet flexible.
  • Required: Minimum understanding of complex AV system. Understanding of signal flow within a system.
  • Preferred/Desired: Audio, video processing within a system.  Video/Audio recording and editing.

Technologies/Software.

Core Technologies

  • Knowledge of desktop computing environment and troubleshooting techniques of hardware and software issues.
  • Knowledge and the ability to support Microsoft operating system, including networking component, hardware, peripheral devices.
  • Knowledge and experience in conference center environment.

Current K&E Technologies

  • Microsoft Windows
  • Microsoft Office Suite
  • iManage DeskSite and FileSite
  • Citrix /VPN
  • Polycom and Cisco Video Conference Systems
  • AirWatch
  • PeopleSoft
  • Carpe Diem
  • Avaya
  • MFA
  • ITSM Ticket Management System
  • Lenovo laptops and desktops
  • Avixa CTS

How to Apply

Thank you for your interest in Kirkland & Ellis LLP.  To complete an application and submit your resume, please click "Apply Now."

Equal Employment Opportunity

All employment decisions, including the recruiting, hiring, placement, training availability, promotion, compensation, evaluation, disciplinary actions, and termination of employment (if necessary) are made without regard to the employee’s race, color, creed, religion, sex, pregnancy or childbirth, personal appearance, family responsibilities, sexual orientation or preference, gender identity, political affiliation, source of income, place of residence, national or ethnic origin, ancestry, age, marital status, military veteran status, unfavorable discharge from military service, physical or mental disability, or on any other basis prohibited by applicable law. #LI-Hybrid #LI-LW1