Kirkland & Ellis · 2 weeks ago
Firmwide Service Desk Analyst II (11:00 am – 7:00 pm CST)
Houston, TX
Full-time
Hybrid
Mid, Senior Level
$66K/yr - $76K/yr
5+ years expKirkland & Ellis is a leading law firm known for its commitment to legal excellence and innovative solutions. They are seeking a Service Desk Analyst II to provide first-line technical support to attorneys and staff, ensuring high-quality service and effective resolution of technical issues. The role involves troubleshooting, documentation, and collaboration with teams to enhance service desk operations.
Financial ServicesLaw EnforcementLegal
Responsibilities
First-Line Technical Support – Respond to inbound calls and emails, resolving roughly 75% of user issues at first contact and escalating advanced matters as needed
Issue Tracking & Follow-Up – Accurately document all customer interactions in the issue tracking system and perform follow-ups to ensure resolution quality
User Communication – Deliver clear, professional, and timely updates to users throughout the support lifecycle
Customer Service Excellence – Consistently demonstrate exceptional interpersonal skills while maintaining a customer-first mindset
Knowledge Development – Stay current on firm technologies and industry best practices through continuous training and team collaboration
Technical Troubleshooting – Support and resolve issues related to Windows OS, Microsoft Office, iOS devices, VPN/Citrix environments, VoIP systems, and core firm applications
Remote Support – Provide seamless assistance across remote computing platforms and devices, including mobile and remote access technologies
Quality & Compliance – Follow established protocols and documentation standards to support firm-wide quality control and escalation processes
Team Collaboration – Work closely with peers to resolve complex issues, share insights, and contribute to ongoing service desk improvements
Project & On-Call Support – Assist with special projects, system rollouts, and provide after-hours or on-call support as needed
Qualification
Required
Bachelor's degree or equivalent required
5–7 years in a professional services environment
Outstanding verbal and written communication skills
Strong interpersonal skills and a demonstrated ability to deliver exceptional service under pressure
Expertise with Microsoft Windows 10, Office 2016/365, iManage, Citrix/VPN, iOS troubleshooting, VoIP systems, and ITSM ticketing tools
Sharp analytical and decision-making skills with the ability to identify patterns, troubleshoot complex issues, and apply sound judgment
Adherence to best practices, escalation procedures, and quality standards with a flexible, solution-driven mindset
A collaborative spirit, with a willingness to assist others and contribute to shared team success
Preferred
A+ and/or Microsoft certifications
Law firm experience highly preferred
Prior experience at the team lead level or higher is advantageous
Benefits
Comprehensive healthcare
Paid time off
Retirement
Personal support
Tailored learning and development opportunities
Company
Kirkland & Ellis
Kirkland & Ellis is a law firm that offers a wide range of legal assistance in labor, government, and intellectual property litigation.
5001-10000 employees
H1B Sponsorship
Kirkland & Ellis has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (44)
2024 (55)
2023 (27)
2022 (54)
2021 (45)
2020 (26)
Funding
Current Stage
Late StageLeadership Team
Erica Berthou
Member of Executive Committee, Partner
H.T. Flanagan
Partner
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