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Technology Support Analyst II

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Job ID: 4951

Updated: Mar 6, 2019

Location: Palo Alto, CA, 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 Support Analyst II (Palo Alto) is responsible for the support of PC hardware and software. 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. Candidate must be able to create basic troubleshooting documentation, along with detailed step-by-step instruction for the Kirkland user.  He or she must have the ability to provide most levels of support for technical issues with Apple devices (iPhone /iPad), BlackBerry, MFA (Citrix), printers, and computer hardware and software installations at all levels. The candidate must be proficient in performing such tasks as hard drive replacement, adding memory, malware/virus detection and removal and must have working knowledge of networking fundamentals such as, IP configuration, adding printers, VPN.  He or she will need to be able to complete new installations by using Firm standard configurations for desktops and laptops using SCCM. 

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.  The person will be required to work one Saturday a month for our Monthly Maintenance Window weekends.  The person will also work with our firm wide 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 the setup, monitoring and troubleshooting video and audio conferences.  The person should be familiar or have experience with Polycom, Crestron controllers, and portable video equipment.

Since this individual will be supporting this office with limited local IT support staff, they may be required to conduct basic “one on one” training with all levels of staff.  The training will include the Microsoft Office Suite, remote computing, Citrix, and other various Kirkland applications.

POSITION OVERVIEW

  • 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 from all levels throughout the Firm. 


ESSENTIAL FUNCTIONS

  • 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.

 

Qualifications & Requirements

Education, Work Experience, Skills

  • Bachelor’s degree or the equivalent
  • Education. Computer Science or Technical Degree
  • Minimum of 3 - 4 years of experience in a professional environment
  • Strong verbal, and written communication skills. < >Lenovo
  • Microsoft : Office Suite, SharePoint
  • Apple
  • BlackBerry
  • Avaya
  • HP Printers
  • Samsung Printers
  • Cisco
  • RSA
  • MFA
  • WinMagic
  • Citrix
  • SCCM
  • HEAT

Current K&E Technologies

  • PeopleSoft
  • Carpe Diem

Certificates, Licensures, Registrations

  • A+
  • Microsoft certification is a plus

WORK ENVIRONMENT

  • This job operates in a professional office environment. This role routinely uses standard office equipment such as computers, phones, photocopiers, and filing cabinets.

 

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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