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Kirkland & Ellis · 3 weeks ago

Firmwide Service Desk Analyst II (10:00 am – 6:00 pm CST)

Houston, TX

Full-time

Hybrid

Mid, Senior Level

$66K/yr - $76K/yr

5+ years exp

Kirkland & 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 exceptional customer support and technical assistance to attorneys and staff, ensuring high standards of service and professionalism.

Financial ServicesLaw EnforcementLegal

Growth Opportunities

H1B Sponsor Likely

Responsibilities

Respond to inbound calls and emails, resolving roughly 75% of user issues at first contact and escalating advanced matters as needed

Accurately document all customer interactions in the issue tracking system and perform follow-ups to ensure resolution quality

Deliver clear, professional, and timely updates to users throughout the support lifecycle

Consistently demonstrate exceptional interpersonal skills while maintaining a customer-first mindset

Stay current on firm technologies and industry best practices through continuous training and team collaboration

Support and resolve issues related to Windows OS, Microsoft Office, iOS devices, VPN/Citrix environments, VoIP systems, and core firm applications

Provide seamless assistance across remote computing platforms and devices, including mobile and remote access technologies

Follow established protocols and documentation standards to support firm-wide quality control and escalation processes

Work closely with peers to resolve complex issues, share insights, and contribute to ongoing service desk improvements

Assist with special projects, system rollouts, and provide after-hours or on-call support as needed

Qualification

Technical ProficiencyCustomer Service ExcellenceProblem SolvingA+ CertificationMicrosoft CertificationsTeam CollaborationClient-Focused ApproachProcess DisciplineTeam OrientationCommunication Skills

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

Glassdoor4.3

Kirkland & Ellis is a law firm that offers a wide range of legal assistance in labor, government, and intellectual property litigation.

Founded in 1909

Chicago, Illinois, USA

5001-10000 employees

https://www.kirkland.com/

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)