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Technology Training and Support Analyst II

Job ID: 4753

Updated: Sep 6, 2018

Location: Dallas, TX, 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

POSITION OVERVIEW

The Technology Training and Support Analyst II (Dallas) 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. 

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.

CORE SKILLS

Communication

  • Listening, understanding and articulating technical and non-technical information (both written and oral formats) to customers, peers and/or management in a one-on-one or team context with some oversight. 
  • Effective production support activities, including technical writing and the creation of documentation, training, and other communications with frequent supervision.
  • Documenting small to medium scale projects with frequent supervision.  

Decision Making

  • Routinely makes effective and timely decisions in alignment with departmental direction based on sound business knowledge, with Supervisory oversight.
  • Ability to investigate and weigh information gathered from other projects and/or similar organizations.
  • Obtains management approval to communicate across organizational boundaries. 
  • Understands when to escalate issues. 
  • Involved in making problem troubleshooting decisions that involve a comparison and trade-off between cost containment and/or timeliness of service.

Interpersonal Skills

  • Does "whatever it takes" to support the tactical and strategic goals of the team and in the Firm.
  • Recognized as a positive and motivational force on the team. 
  • Identifies conflicts within their team and works with the supervisory team to resolve. 
  • Negotiates in difficult situations with both internal and external groups. 

Strategic/Change Leadership

  • Strong environmental and technology background to be able to understand change requests, and disseminate information to groups potentially impacted. 
  • Recommends process improvements and changes while mitigating the impact of change for self and team. 
  • Consulted by peers in the group on tactical problem solutions.
  • Ability to work with limited direct supervision.

Program/Project Management

  • Performs all technical program tasks with supervision.
  • Provides status updates when required. 
  • Strong process coordination skills.
  • Ensures quality standards are met. 

Technical Ability

  • Complete task level expertise.

Qualifications & Requirements

  • Manages workload, appropriately prioritizing work based on business needs.
  • Excellent judgment in assessing user issues; intermediate trouble-shooting methodology.
  • Expertise in working issue through to best resolution either through own knowledge or proper, timely escalation.
  • Proficiency in OS and core application suite; including the Microsoft Suite and various Kirkland applications.
  • Remote Computing and Citrix experience.
  • Advanced PC troubleshooting skills.
  • Experience with BlackBerry and IOS setup and troubleshooting.
  • Basic Networking including wireless experience.
  • Basic understanding and knowledge of Voice over IP (VOIP) telephone systems.
  • Advanced troubleshooting capability.
  • Demonstrates the willingness and ability to help other team members on difficult issues.
  • Documents new findings/solutions.
  • Adheres to use of call ticketing system for each and every 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.
  • Presents content clearly and effectively in an engaging manner in a classroom or virtual room environment using the proper medium (PowerPoint, direct demonstrations, video conferencing, etc.)
  • Learns, applies and shares knowledge by teaching Firm systems and procedures to lawyers and staff in accordance with training vision/mission and objectives of set course design to meet desired business objectives.
  • Works as resource in large course and documentation development projects, creating deliverable that appropriately balance quality, development time, and cost.
  • Promotes positive public relations for technology and the IT Department.

 

 

 

 PREFFERED TECHNOLOGIES

Core Technologies

  • Lenovo
  • Microsoft : Office Suite, SharePoint
  • Apple
  • BlackBerry
  • Avaya
  • HP Printers
  • Samsung Printers
  • Cisco
  • RSA
  • Absolute Software
  • Citrix
  • HEAT

Current K&E Technologies

  • Carpe Diem
  • Kronos
  •  
  •  
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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.

Closing Statement

The www.kirkland.com job postings and recruiting mailbox are for candidates only. If you are a recruiter, search firm or employment agency, and do not have a signed contract with Kirkland & Ellis LLP ("K&E") and have not been asked specifically to submit candidates, you will not be compensated in any way for your referral of a candidate even if K&E hires the candidate. Direct contact with K&E employees in an attempt to present candidates is inappropriate and will be a factor in determining any future professional relationship with the Firm.

 
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