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Technology Support Analyst II

Job ID: 4754

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 Support Analyst II is 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 must also possess audiovisual technical experience in operating presentation and video conference systems. 

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 also requires participation in firmwide maintenance window with occasional overtime on weekdays and weekends, especially during technology rollouts.

The Technology Support Analyst II position requires a Bachelor’s degree or the equivalent, plus a minimum of 3 - 4 years of experience in a professional environment.  A+ certification as well as Microsoft and/or CTS certification is a plus.

CORE SKILLS

Communication

  • Listening 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 frequent oversight.
  • Effective production support activities: accurate problem identification and description, workflow (e. g. ticket or inter-team communication) documentation and customer/vendor dialogue.

Decision Making

  • Routinely makes good decisions in alignment with departmental direction based on basic business knowledge.
  • Ability to solicit input from peers and next level management, analyzing input and using sound judgment.
  • Seeks management assistance when communicating 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

  • Understands and supports the tactical and strategic goals of the team and larger organization.
  • Projects that understanding with a positive and professional attitude toward peers, management, and customers at all times. 
  • Attempts to collaboratively resolve issues with the team.
  • Negotiates mutually acceptable agreements with other personnel.
  • Maintains a professional demeanor at all times, including working under pressure.

Strategic/Change Leadership

  • Defines short and intermediate term goals, by prioritizing and focusing on key tasks and processes within areas of responsibility.
  • Helps to align goals to strategic direction. 
  • Strong environmental and technology background to be able to understand change requests and relate them to impact. 
  • Fully supports change programs, implements change within sphere of influence.  

Program/Project Management

  • Performs tasks within a program and provides status updates with frequent oversight.
  • May be solicited for feedback or input to team based projects. 
  • Ensures customer satisfaction.

Technical Ability

  • Expert in process driven technical tasks.
  • Understands at least two products in order to integrate them into business solutions.

Qualifications & Requirements

  • Excellent judgment in assessing user issue; intermediate trouble-shooting methodology.
  • Expertise in working issue through to best resolution either through own knowledge or proper, timely escalation.
  • Intermediate proficiency in OS and core application suite.
  • Intermediate PC troubleshooting skills.
  • Intermediate trouble-shooting 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.

SPECIFIC TECHNOLOGIES

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
  • Interwoven DMS
  • Citrix /VPN
  • Polycom Video Conference System

 

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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