**Please note this is ON-SITE technical support for the Chicago office**
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 when working remote if required. The individual will also assist the Global IT Service Desk by providing phone support to our customers as 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 of all levels. 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 firm wide maintenance window with occasional overtime on weekdays and weekends, and especially during technology rollouts.
Excellent judgment in assessing user issues; intermediate trouble-shooting methodology.
Ability to work for the best resolution either through own knowledge, documented resolution or proper and timely escalation.
Proficient in Windows 10 OS and core application suite; including the Microsoft Suite and various Kirkland applications.
Intermediate knowledge of Remote Computing; including Zoom, WebEx, Skype for Business, and Citrix.
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.
This job operates in a professional office environment. This role routinely uses standard office equipment such as computers, phones, and multifunction printers.
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.
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.
Help Desk experience a plus.
Audio Visual experience a plus.
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.
Knowledge in remote meeting platforms including Zoom, WebEx and Skype for Business.
Current K&E Technologies
Microsoft Office Suite
iManage DeskSite and FileSite
Polycom and Cisco Video Conference Systems
Zoom, WebEx, Skype for Business
ITSM Ticket Management System
Lenovo laptops and desktops
Internal Number: 5434
About Kirkland & Ellis LLP
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.