Technology Support Analyst I

Kirkland & Ellis; Boston (MA); On-site; USD 60,000 - 90,000; Full time

Benefits offered by this job

Healthcare benefits

Paid time off

Retirement plan

Job summary

Kirkland & Ellis is seeking a Technology Support Analyst I to keep end users productive by delivering hands-on support for desktops, laptops, mobile devices, collaboration tools, and core business applications. You’ll work with colleagues across the firm to troubleshoot issues and maintain technology standards in a fast-paced environment.

This onsite role requires flexibility with maintenance windows, occasional evening and weekend overtime, and a strong focus on customer service,

Qualifications

• Degree in CS or related field preferred; certifications desirable.
• 3–4 years of end-user tech support in professional services; law firm a plus.
• Strong knowledge of Windows, Office 365, and security basics.

Responsibilities

• Install, configure, maintain, troubleshoot, and upgrade desktops/laptops.
• Diagnose user issues and escalate when needed.
• Deliver prompt, professional end-user support across the firm.
• Support Microsoft 365 suite, Teams, OneDrive, Exchange Online.
• Assist with VPN, Citrix, and remote access connectivity.
• Configure mobile devices and MDM (Intune).
• Set up video Conferencing and collaboration technologies.
• Document solutions and maintain knowledge base.
• Manage incidents in ServiceNow and track assets.

Skills

Desktop Support

Windows 11

Microsoft 365

Exchange Online

Microsoft Teams

OneDrive

MDM

SCCM

ServiceNow

VPN & Citrix

Video conferencing support

Customer Service

Communication skills

Education

Computer Science degree preferred

Certifications: CompTIA A+ / Microsoft

Tools

ServiceNow

Microsoft Intune

Job description

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 technical challenges and delivering exceptional support in a fast-paced environment?

As a Technology Support Analyst I, you will play a critical role in keeping end users productive by providing hands-on support for desktops, laptops, mobile devices, collaboration tools, and core business applications. You'll work closely with colleagues across the firm, troubleshooting issues, maintaining technology standards, and ensuring a seamless technology experience for professionals at all levels.

This is an excellent opportunity for someone who enjoys problem-solving, values outstanding customer service, and can balance multiple priorities in a high-pressure environment. You'll collaborate with technical teams across the organization while contributing to technology rollouts, maintenance activities, and continuous service improvement.

This position requires 100% onsite presence and participation in firm-wide maintenance windows, including occasional evening and weekend overtime during technology deployments and upgrades.

• Technical Support: Install, configure, maintain, troubleshoot, and upgrade desktop and laptop hardware, software, and related technology systems.
• Issue Resolution: Diagnose user issues, apply effective troubleshooting methods, and either resolve problems independently or elevate them appropriately in a timely manner.
• Customer Service Excellence: Deliver prompt, professional, and courteous support while building trusted relationships with users across all levels of the organization.
• Microsoft Environment Support: Support Microsoft Windows 11, Microsoft 365, Microsoft Teams, OneDrive, Exchange Online, and other core productivity tools.
• Remote Access Support: Assist users with Virtual Private Network (VPN), Citrix, remote computing technologies, and secure connectivity solutions.
• Mobile Device Management: Configure and troubleshoot iPhones, iPads, and mobile device management platforms, including Microsoft Intune.
• Collaboration Technology Support: Set up, monitor, and troubleshoot video conferencing, audio visual systems, Zoom, Microsoft Teams, Polycom, and Cisco conference room technologies.
• Hardware & Peripheral Support: Support laptops, desktops, printers, peripherals, telephones, and other end-user technology equipment.
• Networking & Voice Support: Provide basic support for wireless networking, Voice over Internet Protocol (VoIP) telephony systems, and connectivity-related issues.
• Knowledge Sharing: Document solutions, procedures, and troubleshooting discoveries to support continuous learning and operational efficiency.
• Ticket Management: Accurately manage incidents, requests, and assets through ServiceNow while adhering to ticket ownership and service management processes.
• Team Collaboration: Partner with technical teams and assist colleagues in resolving complex issues while contributing to successful technology rollouts and projects.
• Quality & Process Compliance: Follow established procedures, checklists, and quality standards to ensure consistent delivery and successful project execution.

What You’ll Bring

• Education & Certifications: Degree, diploma, or technical qualification in Computer Science or a related field preferred. CompTIA A+ and/or Microsoft certifications are highly desirable.
• Relevant Experience: 3 to 4 years of experience supporting end‑user technology in a professional services environment; law firm experience is a plus.
• Desktop Support Expertise: Strong knowledge of desktop computing environments, hardware and software troubleshooting, operating systems, and peripheral devices.
• Microsoft Technology Skills: Experience supporting Windows 11, Microsoft 365, Exchange Online, Microsoft Teams, OneDrive, Microsoft Authenticator, and Microsoft Entra multifactor authentication solutions.
• Endpoint & Device Management: Experience supporting Mobile Device Management (MDM), System Center Configuration Manager (SCCM), encryption technologies, and endpoint security tools.
• Service Management Knowledge: Familiarity with ticketing platforms, particularly ServiceNow, and a strong commitment to process-driven support.
• Collaboration & Communication: Excellent written and verbal communication skills with the ability to explain technical concepts clearly to non-technical users.
• Customer-Focused Mindset: Strong interpersonal skills and a commitment to delivering a positive, professional support experience.
• Research & Problem‑Solving: Strong analytical thinking, troubleshooting abilities, and the initiative to research solutions using internal and external resources.
• Adaptability & Teamwork: Ability to manage competing priorities, remain flexible in high-pressure situations, and contribute positively within a collaborative team environment.

If you're passionate about delivering outstanding technology support, solving complex problems, and helping professionals stay productive, we’d love to hear from you for this Technology Support Analyst I opportunity!

Compensation

The base salary range below represents the low and high end of the salary range for this position in Boston. 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:

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