IT Service Desk Analyst II

Kirkland & Ellis LLP; Chicago (IL); On-site; USD 67,000 - 83,000; Full time

Job summary

Kirkland & Ellis LLP in Chicago seeks a Service Desk Analyst II for its Global IT Service Desk. You will be the first point of contact for attorneys and staff, providing frontline technical support in a 24/7 environment to keep users productive.

You will troubleshoot Windows, Office 365, Citrix, VPN, mobile devices, and more; document incidents in the ITSM system; collaborate with desktop and infrastructure teams; and contribute to knowledge base and service improvements.

Qualifications

• Education: Bachelor’s degree or equivalent; Certifications preferred: CompTIA A+ or Microsoft.
• Experience: 5–7 years in a professional services environment, law firm experience preferred.
• Customer service excellence: Provide responsive, professional support across all levels.
• Technical: Strong troubleshooting of Windows, Office 365, Citrix, VPN, mobile devices, remote environments.
• Mobility: Experience with iOS and mobile device management platforms (AirWatch).
• Networking: Understanding of networking fundamentals, wireless tech, VoIP.
• Communication: Clear written and verbal communication across teams.
• Analytical: Problem-solving and data-driven decision making.
• Adaptability: Handle high-pressure, multitask environments.
• Tech stack: Windows 10, Office 365, Citrix, VPN, MFA, ITSM, Lenovo hardware.

Responsibilities

• Deliver frontline technical support via phone and email.
• Resolve incidents on first contact when possible; escalate complex issues.
• Track, document, and manage incidents in the ITSM system.
• Own the customer experience with updates and follow-ups.
• Troubleshoot Windows, Office 365, Citrix, VPN, mobile devices, networks.
• Collaborate with desktop, infrastructure, and other teams.
• Identify trends, recommend improvements, address potential issues.
• Create and update knowledge articles and procedures.
• Follow service desk procedures and escalation protocols.
• Mentor colleagues and foster a collaborative team environment.
• Support on-call coverage and occasional overtime.

Skills

Windows troubleshooting

Office 365

Citrix

VPN

Mobile device support

Networking basics

Customer service

Communication skills

Problem solving

ITSM familiarity

Education

Bachelor’s degree or equivalent experience

CompTIA A+ or Microsoft certifications preferred

Tools

AirWatch

Avaya

ITSM platforms

Lenovo hardware

Job description

About Kirkland & Ellis

At Kirkland & Ellis, we don’t just meet the standard for legal excellence – we set it. Our culture is built on teamwork, ingenuity and an unwavering commitment to continuous growth. We tackle the most sophisticated legal challenges with bold ideas and innovative solutions, powered by the exceptional experience and ambition of our 7,000 people, including 4,000 attorneys, across 24 offices worldwide. Our dedicated professionals share our lawyers’ commitment to excellence and show up each day to do meaningful work that helps drive global business, investment and innovation forward.

What You’ll Do

Are you a customer-focused IT professional who thrives on solving complex technical issues and delivering exceptional support in a fast-paced environment?

As a Service Desk Analyst II, you will play a critical role within the Global Information Technology (IT) Service Desk, serving as the first point of contact for attorneys, legal assistants, and business professionals across the firm. Operating in a 24/7 support environment, you will help ensure seamless technology experiences by resolving issues, fulfilling requests, and collaborating with technical teams to keep users productive. This role is ideal for someone who combines strong technical expertise with a passion for customer service and problem-solving.

• Deliver Frontline Technical Support: Serve as the primary point of contact for technology-related issues and requests received via phone and email, providing timely and professional assistance.
• Resolve and Escalate Issues: Troubleshoot and resolve a high volume of technical incidents on first contact whenever possible, while efficiently escalating more complex issues to specialized support teams.
• Manage Service Requests: Track, document, and maintain detailed records of incidents and requests within the Information Technology Service Management (ITSM) ticketing system.
• Own the Customer Experience: Follow incidents through resolution, communicate updates, and conduct follow-up with users to ensure satisfaction and quality service delivery.
• Apply Technical Expertise: Support and troubleshoot Microsoft Windows, Microsoft Office, remote computing environments, Citrix, mobile devices, networking, and other core business technologies.
• Collaborate Across Teams: Partner with desktop support, infrastructure, and other technical teams to diagnose issues and drive efficient resolutions.
• Identify Trends and Solutions: Research problems, recognize recurring patterns, recommend improvements, and proactively address potential issues.
• Maintain Knowledge Resources: Create and update documentation, knowledge articles, procedures, and best practices to improve team effectiveness and service quality.
• Support Operational Excellence: Adhere to service desk procedures, escalation protocols, quality standards, and ticket ownership guidelines.
• Contribute as a Team Leader: Serve as a positive role model, share expertise, assist colleagues with challenging issues, and foster a collaborative team environment.
• Participate in Ongoing Support Coverage: Support on-call responsibilities and occasional overtime as business needs require.

What You’ll Bring

• Education & Certifications: Bachelor’s degree or equivalent experience required; CompTIA A and/or Microsoft certifications are preferred.
• Relevant Experience: 5 to 7 years of experience in a professional services environment, with law firm experience preferred. Previous team lead experience is highly desirable.
• Customer Service Excellence: Proven ability to provide responsive, professional, and high-quality support while building trust and credibility with users at all levels of the organization.
• Technical Troubleshooting Skills: Strong experience supporting Microsoft Windows, Microsoft Office 365, Citrix, Virtual Private Network (VPN), mobile devices, remote computing environments, and desktop hardware.
• Mobility & Device Support: Hands-on experience configuring and troubleshooting iOS devices and mobile device management platforms such as AirWatch.
• Networking Knowledge: Solid understanding of networking fundamentals, wireless technologies, and Voice over Internet Protocol (VoIP) telephony systems.
• Communication & Collaboration: Excellent verbal, written, and interpersonal communication skills with the ability to work effectively across technical and non-technical teams.
• Analytical Problem-Solving: Strong investigative and decision-making abilities, with a proactive approach to identifying issues, analyzing data, and driving resolution.
• Adaptability & Multitasking: Ability to perform effectively in high-pressure environments, manage multiple priorities, and remain flexible while maintaining attention to detail.
• Technology Experience: Familiarity with technologies such as Microsoft Windows 10, Microsoft Office 365, iManage, Citrix, VPN, AirWatch, Avaya, Multi-Factor Authentication (MFA), ITSM platforms, and Lenovo hardware is highly valued.

If you’re passionate about delivering exceptional customer support, solving complex technical challenges, and helping professionals stay productive, we’d love to hear from you for this Service Desk Analyst II opportunity!

Compensation

The base salary range below represents the low and high end of the salary range for this position in Chicago. This range may differ based on your geographic location and cost of living considerations. At Kirkland & Ellis, we consider compensation more than just a base salary. We offer an exceptional range of flexible benefits including comprehensive healthcare, paid time off, and retirement. We also offer personal support and tailored learning and development opportunities all designed to help you realize your full potential both in life and at work.

Compensation Range:

Chicago: $67,000 – $83,000

Don’t meet every job requirement? That’s okay! If you’re excited about this role but your experience doesn’t perfectly fit every qualification, we encourage you to apply anyway. You may be just the right person for this role or others at Kirkland.

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. #LI-Onsite #LI-MM1