Technology Support Analyst II

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 hands-on problem solver who thrives in fast-paced environments and enjoys delivering seamless technology experiences? As a Technology Support Analyst II, you'll play a critical role within our Technology Support team, part of End User Services, ensuring our attorneys and business professionals stay productive and connected.

In this role, you'll provide day-to-day support for conference rooms, laptop and desktop hardware, software, and related technologies-diagnosing issues, implementing solutions, and maintaining high-performance systems. You'll work both independently and collaboratively to resolve technical challenges, support remote and on-site users, and contribute to key initiatives such as technology rollouts and trial support.

This is a fully in-office position based in Miami, FL, with occasional travel and after-hours support for events, maintenance windows, and special projects. The role requires adaptability, strong

Technical Support Delivery - Provide day-to-day support for desktops, laptops, and mobile devices, including installation, configuration, maintenance, and troubleshooting of hardware and software
Conference & AV Support - Set up and troubleshoot audio-visual (AV) equipment, including video conferencing tools such as Zoom, Webex, and Microsoft Teams, for meetings and events
Issue Resolution & Escalation - Diagnose technical issues using structured troubleshooting methods, resolve independently when possible, and escalate appropriately to ensure timely outcomes
User Experience & Service Excellence - Deliver prompt, professional, and courteous support across all user interactions, ensuring a high standard of client service
Systems & Application Support - Support Microsoft 365 (M365), Windows 11, core business applications, and remote computing tools including Citrix and Virtual Private Network (VPN) environments
Collaboration & Knowledge Sharing - Partner with firmwide technology teams to resolve complex issues and contribute to shared solutions and documentation
Ticket & Process Management - Accurately document and manage all requests through the ticketing system, adhering to established workflows and ownership guidelines
Continuous Improvement - Document solutions, follow established procedures, and contribute to process enhancements and successful technology rollouts
Event & Remote Support - Assist with off-site meetings, remote trial setups, and after-hours support as needed

What You'll Bring

• Education - Degree or certification in Computer Science or a related technical field (or equivalent experience)
• Experience - 4-6 years of experience in a professional services environment; law firm experience is a plus
• Technical Expertise - Strong knowledge of desktop environments, Microsoft operating systems, Exchange and Exchange Online, networking fundamentals, and device troubleshooting across PC and iOS platforms
• Tools & Platforms - Experience with technologies such as Microsoft Office Suite, Microsoft Teams, One Drive, Citrix, Service Now (or similar ticketing systems), and mobile device management tools like Microsoft Intune
• Problem-Solving Skills - Proven ability to analyze issues, research solutions, and apply structured troubleshooting techniques in high-pressure situations
• Communication & Service Skills - Excellent verbal and written communication skills, with a strong focus on delivering a high-quality user experience
• Collaboration & Adaptability - Ability to work effectively across teams, manage multiple priorities, and adapt to evolving technology needs
• Certificat…