Technology Support Analyst II

Kirkland & Ellis; Miami (FL); On-site; USD 52,000 - 76,000; Full time

Job summary

Kirkland & Ellis is seeking a Technology Support Analyst II to keep employees connected across desktop, laptop, and mobile environments. You will troubleshoot issues, support collaboration tools, and partner with technical teams for a seamless user experience.

The role emphasizes strong communication, problem-solving, and a customer-focused service mindset, with full-time on-site duties and occasional deployments or maintenance windows.

Qualifications

• Degree or technical qualification in Computer Science or related field.
• CompTIA A+ and/or Microsoft certifications desirable.
• 3–4 years of end-user technology support experience; law firm experience is a plus.

Responsibilities

• Provide end-user support: diagnose, troubleshoot, repair, maintain, and upgrade desktop and laptop hardware, software.
• Resolve user-reported problems using effective troubleshooting and escalation.
• Support Microsoft 365, OneDrive, Exchange Online, and Teams.
• Manage remote access: Citrix XenDesktop and secure connectivity tools.
• Configure and troubleshoot Apple iOS devices and conferencing tech.
• Document incidents and resolutions in ServiceNow per standards.
• Assist with conference room AV setups and hybrid meeting tech.

Skills

End-user support

Customer service

Communication

Teamwork

Problem-solving

Adaptability

Education

Degree in Computer Science or related field

CompTIA A+ or Microsoft certifications

Tools

Windows 11

Microsoft 365

OneDrive

Microsoft Teams

Exchange Online

Citrix XenDesktop

ServiceNow

Mobile Device Management

SCCM

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 technology professional who thrives on solving complex technical issues, supporting end users, and delivering exceptional service in a fast-paced environment?

As a Technology Support Analyst II, you will play a critical role in keeping employees connected, productive, and supported through reliable desktop, laptop, mobile, and conference technology services. Working across a modern technology environment, you'll troubleshoot and resolve technical issues, support collaboration tools, assist with conference and event technology, and partner with technical teams to ensure a seamless user experience.

This role is ideal for a driven problem solver who combines strong technical expertise with excellent communication skills, sound judgment, and a commitment to outstanding customer service. The position requires full-time, on-site support and participation in firm-wide maintenance activities, including occasional overtime during technology deployments and maintenance windows.

• Provide End-User Support: Diagnose, troubleshoot, repair, maintain, and upgrade desktop and laptop hardware, software, and related technologies.
• Resolve Technical Issues: Assess user-reported problems, apply effective troubleshooting methodologies, and drive issues to resolution through direct support or appropriate escalation.
• Support Microsoft Technologies: Maintain and troubleshoot Microsoft Windows 11, Microsoft 365 (M365), OneDrive, and other business-critical applications.
• Manage Remote Access Solutions: Support remote computing environments, including Citrix XenDesktop and secure connectivity tools.
• Support Mobile Technology: Configure and troubleshoot Apple iOS devices, including iPhones and iPads.
• Assist with Network Connectivity: Troubleshoot wired and wireless network-related issues affecting user productivity.
• Support Voice Technologies: Provide assistance with Voice over Internet Protocol (VoIP) phone systems and related communication technologies.
• Own and Manage Service Requests: Accurately document incidents, service requests, and resolutions using ServiceNow while following ticket ownership and service delivery standards.
• Create and Maintain Documentation: Document solutions, procedures, best practices, and technical discoveries to support knowledge sharing and operational excellence.
• Collaborate Across Teams: Partner with technical teams and colleagues to resolve complex issues and improve support processes.
• Support Conference & Meeting Technology: Set up, troubleshoot, and maintain audio, video, and presentation technologies in conference rooms and event spaces.
• Enable Hybrid Collaboration: Configure and support Zoom, WebEx, and Microsoft Teams meetings, events, and remote collaboration experiences.
• Manage Audiovisual Equipment: Set up projectors, screens, microphones, speakerphones, sound systems, and video conferencing equipment.
• Support Conference Center Operations: Assist with the day-to-day technology needs of conference rooms and event spaces to ensure successful meetings and presentations.
• Participate in Technology Rollouts: Follow established procedures, quality controls, and project checklists while supporting technology deployments and upgrades.
• Provide On-Call Support: Participate in maintenance windows, on-call rotations, and occasional after-hours support as business needs require.

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!

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