IT Service Desk Analyst II

Kirkland and Ellis is hiring an IT Service Desk Analyst II for its Global IT Service Desk team in Chicago, IL (onsite). This role serves as a first point of contact for attorneys, legal assistants, and business professionals, supporting a 24/7 environment by resolving incidents, fulfilling requests, and helping users stay productive.

As part of the service desk organization, you will manage high-volume support through phone and email, triage issues efficiently, and partner with desktop support, infrastructure, and other technical teams to drive effective resolution. You will also contribute to continuous improvement by spotting recurring patterns, maintaining strong documentation, and ensuring consistent ticket ownership and service quality.

Role focus

• Provide timely, professional support as the primary point of contact for technology issues and requests via phone and email
• Troubleshoot and resolve incidents on first contact when possible; escalate complex issues to specialized technical teams
• Use the ITSM ticketing system to track, document, and maintain detailed records of incidents and requests
• Follow incidents through resolution, communicate updates, and perform user follow-up to support satisfaction and service quality
• Support and troubleshoot core business technologies including Microsoft Windows, Microsoft Office, remote computing environments, Citrix, mobile devices, and networking
• Investigate problems, identify recurring patterns, recommend improvements, and proactively address potential issues

Collaboration and documentation

• Work closely with desktop support, infrastructure, and other technical teams to diagnose issues and drive efficient resolutions
• Create and update documentation, knowledge articles, procedures, and best practices to improve team effectiveness and service quality
• Serve as a collaborative role model by sharing expertise and assisting colleagues with challenging issues

Operations and coverage

• Follow service desk procedures, escalation protocols, quality standards, and ticket ownership guidelines
• Support on-call responsibilities and occasional overtime as business needs require

Requirements

• Bachelor’s degree or equivalent experience required
• 5 to 7 years of experience in a professional services environment, with law firm experience preferred
• CompTIA A+ and/or Microsoft certifications are preferred
• Previous team lead experience is highly desirable
• Strong ability to provide responsive, professional, high-quality support while building trust across all user levels
• Experience supporting Microsoft Windows, Microsoft Office 365, Citrix, VPN, mobile devices, and remote computing environments, plus desktop hardware
• Hands-on experience configuring and troubleshooting iOS devices and mobile device management platforms such as AirWatch
• Solid understanding of networking fundamentals, wireless technologies, and Voice over Internet Protocol (VoIP) telephony systems
• Excellent verbal, written, and interpersonal communication skills across technical and non-technical teams
• Strong investigative and decision-making skills with a proactive approach to identifying issues and driving resolution
• Capability to perform effectively in high-pressure environments, managing multiple priorities with attention to detail
• Familiarity with technologies including Microsoft Windows 10, iManage, Avaya, AirWatch, MFA, ITSM platforms, and Lenovo hardware is highly valued

Compensation

• Chicago: $67,000 - $83,000 per year

Benefits

• Comprehensive healthcare
• Paid time off
• Retirement
• Flexible benefits
• Personal support
• Tailored learning and development opportunities

Technologies

• Microsoft Windows
• Microsoft Office
• Microsoft Office 365
• Citrix
• Virtual Private Network (VPN)
• iOS
• AirWatch
• Voice over Internet Protocol (VoIP)
• ITSM ticketing system
• ITSM platforms
• Microsoft Windows 10
• iManage
• Avaya
• Multi-Factor Authentication (MFA)
• Lenovo hardware