Technology Support Analyst II

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 should also be able to work independently when working remote when required.  The individual will also be supporting remote trial setups and support on a regular basis. The individual may also be asked to assist the Global IT Service Desk by providing phone support to our customers if needed. 

 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.  The candidate 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 firmwide maintenance window with occasional overtime on weekdays and weekends, especially during technology rollouts. 

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

• 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.
• Ability to setup and troubleshoot video and audio in conference rooms.

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.  
• A+ and/or Microsoft certification are desirable.
• Audio Visual experience a plus.
• 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.

    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

    WORK ENVIRONMENT

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

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.