Technology Support Analyst I

Technology Support Analyst I

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 escalate 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.

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: Boston: $67,000 - $92,000