IT Service Desk Analyst II — Frontline Tech Support

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

Benefits offered by this job

Healthcare

Paid time off

Retirement benefits

Learning & development opportunities

Job summary

Kirkland & Ellis in Chicago is seeking a seasoned frontline technical support professional to be the first point of contact for technology issues and to manage incidents from start to finish.

You will troubleshoot Microsoft Windows and Office 365, Citrix, VPN, and mobile devices while collaborating with desktop and infrastructure teams to deliver reliable service and a strong user experience. The role emphasizes documentation, knowledge sharing, on-call duties, and customer satisfaction.

Qualifications

• Bachelor’s degree or equivalent experience required; professional services background preferred.
• 5–7 years in a professional services environment, with law firm experience preferred.
• CompTIA A+ and/or Microsoft certifications preferred.

Responsibilities

• Deliver frontline technical support via phone and email for technology-related issues.
• Troubleshoot and resolve a high volume of incidents; escalate if needed.
• Document incidents and requests in the ITSM ticketing system.
• Own the customer experience and follow incidents through resolution.
• Support Microsoft Windows, Office 365, Citrix, VPN, and mobile devices.
• Collaborate with desktop, infrastructure, and other teams to resolve issues.

Skills

Team leadership

Customer service

Windows support

Office 365

Citrix

VPN

MFA / security

Mobile device support

Networking basics

Communication skills

Education

Bachelor's degree or equivalent experience

CompTIA A+ and/or Microsoft certifications

Tools

ITSM platforms

iManage

AirWatch MDM

Lenovo hardware

Job description

Kirkland & Ellis in Chicago is seeking a seasoned frontline technical support professional to be the first point of contact for technology issues and to manage incidents from start to finish.

You will troubleshoot Microsoft Windows and Office 365, Citrix, VPN, and mobile devices while collaborating with desktop and infrastructure teams to deliver reliable service and a strong user experience. The role emphasizes documentation, knowledge sharing, on-call duties, and customer satisfaction.