Senior IT Service Desk Analyst - 24/7 Frontline Support

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

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.