Tech Support Analyst I — Onsite Desktop & AV Expert

Kirkland & Ellis; Chicago (IL); On-site; USD 51,000 - 72,000; Full time

Job summary

Kirkland & Ellis is seeking a Technology Support Analyst I to provide desk-side and remote end-user support for the Chicago office. You will diagnose and resolve hardware, software, and network issues, assist with conference room tech, and maintain documentation for IT processes.

Working closely with the IT Service Desk and other teams, you’ll help roll out new technologies, support Citrix and VPN access, and deliver superior customer service in a fast-paced, professional services environment.

Qualifications

• Degree or technical qualification in Computer Science or related field; CompTIA A+ and MS certifications preferred.
• 3–4 years of desktop support experience in a professional services environment.
• Strong troubleshooting of desktop hardware, software, OS, peripherals.
• Experience with Microsoft Windows and Office in a corporate setting.
• Experience with AV systems, conference rooms, and video conferencing.
• Familiarity with Citrix, VPN, MFA, and mobile device management.
• Excellent verbal and written communication with stakeholders.
• Organizational discipline: documentation, procedures, and prioritization.
• Collaborative, adaptable team player able to work independently.
• Beneficial experience with iManage DeskSite/FileSite, AirWatch, PeopleSoft, Carpe Diem, Avaya.

Responsibilities

• Desktop & End-User Support: Install, configure, maintain, troubleshoot, and upgrade PCs, OS, software, and peripherals.
• Issue Resolution: Diagnose issues, apply troubleshooting methodologies, and resolve incidents or escalate promptly.
• Customer Service Excellence: Provide prompt, professional support while managing multiple priorities.
• Service Desk Collaboration: Support via phone and work with IT Service Desk for incident resolution.
• Remote Access Support: Support Citrix and VPN environments.
• Mobile Device Assistance: Configure and troubleshoot iOS devices and mobile workforce tech.
• Networking Support: Troubleshoot basic networking and wireless connectivity issues.
• Voice & Communications: Support VoIP systems and telephony-related issues.
• Conference Room Tech: Set up and test AV equipment and video conferencing systems.
• Knowledge Sharing: Document solutions and best practices for team use.
• Ticket Management: Use ITSM systems to document and manage incidents through resolution.
• Project & Rollout Support: Assist with deployments and firm-wide technology initiatives.
• Team Collaboration: Work with technical teams to resolve issues and share expertise.
• On-Call & Maintenance: Participate in after-hours maintenance and occasional overtime.

Skills

End-user support

Customer service

Troubleshooting

Communication

Documentation

Team collaboration

Adaptability

Citrix VPN MFA

Education

Degree in Computer Science or related field

CompTIA A+ and MS certs preferred

Tools

iManage DeskSite

iManage FileSite

AirWatch

PeopleSoft

Carpe Diem

Avaya

Lenovo devices

ITSM platforms

VoIP / Cisco

Job description

Kirkland & Ellis is seeking a Technology Support Analyst I to provide desk-side and remote end-user support for the Chicago office. You will diagnose and resolve hardware, software, and network issues, assist with conference room tech, and maintain documentation for IT processes.

Working closely with the IT Service Desk and other teams, you’ll help roll out new technologies, support Citrix and VPN access, and deliver superior customer service in a fast-paced, professional services environment.