Tech Support Analyst II — End-User & AV Specialist

Kirkland & Ellis; New York (NY); On-site; USD 76,000 - 105,000; Full time

Benefits offered by this job

Comprehensive healthcare

Job summary

Kirkland & Ellis is seeking a Technology Support Analyst II to deliver on-site end-user support across desktops, laptops, mobile devices, and collaboration tools in a fast-paced professional services environment. You will troubleshoot hardware, software, and network issues while maintaining exceptional customer service and timely incident resolution.

This role requires strong communication, teamwork, and the ability to manage multiple requests with a calm, professional approach.

Qualifications

• Degree, diploma, or technical qualification in Computer Science, IT, or related field; CompTIA A+ and/or Microsoft certifications preferred.
• 4 to 6 years of technology support experience in a professional services environment; law firm experience preferred.
• Strong knowledge of desktop computing environments, hardware, software, peripherals, and troubleshooting best practices.
• Experience supporting Windows, Microsoft 365, Office Suite, Teams, Exchange/Exchange Online; networking basics; Citrix.
• Experience supporting mobile devices, iOS; Intune administration; familiarity with video conferencing and AV support.

Responsibilities

• End-User Support: laptops, desktops, mobile devices, software, peripherals.
• Technical Troubleshooting: diagnose and resolve hardware, software, OS, network issues.
• Customer Service Excellence: prompt, professional support with high customer satisfaction.
• Ticket Management: manage incidents and requests with proper documentation.
• Windows & Microsoft Support: support Windows 11, M365, Office, Teams, OneDrive.
• Remote Access Support: troubleshoot VPN, Citrix, remote access tools.
• Mobile Device Support: configure iPhone/iPad, MDM solutions.
• Collaboration & AV Technologies: support Zoom, Webex, Teams meetings; AV setup.

Skills

Customer service

Troubleshooting

Communication

Team collaboration

Ownership

Education

Degree or technical qualification

Tools

ServiceNow

Citrix

Intune

Microsoft 365

Zoom/Webex/Teams

Job description

Kirkland & Ellis is seeking a Technology Support Analyst II to deliver on-site end-user support across desktops, laptops, mobile devices, and collaboration tools in a fast-paced professional services environment. You will troubleshoot hardware, software, and network issues while maintaining exceptional customer service and timely incident resolution.

This role requires strong communication, teamwork, and the ability to manage multiple requests with a calm, professional approach.