Firmwide Service Desk Analyst II; CT

Position: Firmwide Service Desk Analyst II (10am-6pm CT)
About Kirkland & Ellis

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 23 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 skilled technology support professional who thrives in fast-paced environments and enjoys solving complex technical challenges while delivering exceptional client service?

As a Service Desk Analyst II, you'll play a key role within the Global Information Technology (IT) Service Desk-providing high-touch technical support to attorneys, legal assistants, and business professionals across the firm. Operating within a 24/7 support environment, you'll serve as the first point of contact for technology-related questions and issues, helping users quickly resolve problems and stay productive.

In this role, you'll troubleshoot a wide range of desktop, application, and remote access issues while maintaining a strong focus on customer service. You'll also collaborate closely with specialized technical teams, escalate complex issues when needed, and ensure that every interaction is documented and followed through to resolution. Your expertise and proactive mindset will help maintain high service standards and contribute to the continuous improvement of Service Desk operations.

Schedule:

10:00am-6:00pm Saturday-Wednesday

Frontline Technical Support:
Serve as a primary point of contact for technology-related inquiries via phone and email, resolving a high percentage of issues at first contact and escalating more complex problems to the appropriate technical teams.
Issue Tracking & Documentation:
Accurately record and manage support requests within the Information Technology Service Management (ITSM) ticketing system, ensuring all incidents, requests, and resolutions are fully documented.
Ticket Monitoring & Follow-Up:
Track open tickets, coordinate with referral technicians, and follow up with users after resolution to confirm quality and satisfaction.
Advanced Troubleshooting:
Diagnose and resolve issues related to desktop hardware, operating systems, applications, networking, and remote access using structured troubleshooting methodologies.
Customer-Focused Service Delivery:
Provide prompt, professional, and courteous support while maintaining strong relationships with users across all levels of the organization.
Technology Support Across Platforms:
Assist with Microsoft Windows environments, Microsoft Office applications, remote computing tools, mobile device setup and troubleshooting, and other enterprise technologies.
Collaboration Across IT Teams:
Partner with infrastructure, networking, and application teams to resolve complex issues and ensure seamless support for end users.
Knowledge Sharing & Documentation:
Capture new solutions, troubleshooting insights, and best practices to strengthen the Service Desk knowledge base.
Process & Policy Adherence:
Follow established firm policies, standards, procedures, and escalation guidelines while maintaining high service quality.
Team

Collaboration:

Contribute to a supportive team environment by sharing expertise, assisting colleagues during peak demand, and helping maintain consistent service levels.
Operational Support:
Participate in training, technology updates, on-call rotations, and occasional overtime to support continuous Service Desk operations.

What You'll Bring

Education:

Bachelor's degree or equivalent experience.

Experience:

5-7 years of experience in a technology support role within a professional services environment; law firm experience is strongly preferred.
Technical Expertise:
Strong troubleshooting experience across Windows operating systems, Microsoft Office applications, desktop hardware, and enterprise software environments.
Remote…