4694 - IT Service Specialist

The IT Service Specialist provides technical assistance to attorneys and staff, supporting the Firm's hardware and software applications as defined in the production Service Catalogue. This role ensures consistent, high-quality support aligned with the Firm's IT governance and operational standards. A work schedule of 10:30AM- 7:00PM EST, Tuesday through Saturday is required. A hybrid or remote work schedule is available for this position.

This position reports to the IT Service Manager.

Location: Boston, MA; Chicago, IL; Los Angeles, CA; New York City, NY; Rochester, NY; San Francisco, CA; Washington, DC

• Strong communication and interpersonal skills.
• Ability to explain technical concepts to non-technical users.
• Patience and empathy when handling user frustrations.
• Analytical thinking to diagnose and resolve issues efficiently.
• Resourcefulness in using documentation, tools, and escalation paths.
• Ability to prioritize and manage multiple support requests.
• Accurate logging of support interactions and resolutions.
• Ability to create and update knowledge base articles.
• Experience with ticketing systems (e.g., TeamDynamix, ServiceNow, Freshservice)
• Remote support tools (e.g., VNC, SCCM, RDP)
• Collaboration platforms (e.g., Webex, Teams, Zoom)
• Team-oriented with the ability to build collaborative relationships and communicate effectively with other IT teams (e.g., Development, Infrastructure, Security).
• Microsoft Windows OS
• Apple iOS
• Microsoft Office Suite
• Legal industry-specific applications and tools
• Core IT competencies including operating systems, hardware, networking, wireless technologies, and peripheral integration
• Capable of lifting up to 40 lbs.

• 3-5 years of experience in an IT support role preferably in a law firm.
• Provide technical support for Firm-approved applications, connectivity, and hardware through both documented procedures and practical expertise, via phone and in-person assistance.
• Accurately log all incidents and service requests in the Firm's ITSM platform, adhering to governance and operational policies.
• Take ownership of assigned tasks and self-initiated work, ensuring accountability and timely resolution.
• Provide support for conference room technology, including video/web conferencing, projection systems, and device connectivity. To include maintenance and troubleshooting equipment as necessary.
• Collaborate with vendors to resolve issues related to smartphones, PCs, printers, and AV equipment.
• Follow all support procedures in accordance with Firm standards and IT protocols.
• Participate in team and departmental meetings as required.
• Maintain accurate IT asset inventory records.
• Perform additional duties as assigned.
• Perform other duties as assigned.
• High School Diploma required: Bachelor's degree preferred

To perform this job successfully, you must be able to perform each essential job responsibility listed above, satisfactorily, with or without reasonable accommodation. Nixon Peabody retains the right to change or assign other duties to this position. The requirements listed below are representative of the skills and abilities required.

Nixon Peabody LLP is an Equal Opportunity / Affirmative Action Employer: Disability / Veteran. Nixon Peabody is committed to creating a fair workplace and does not discriminate against any employee or applicant for employment because of race, creed, color, national origin, sex, age, disability, marital status, sexual orientation, citizenship status, or any other characteristic protected by applicable law.

To comply with Federal law, Nixon Peabody participates in E-Verify. All newly hired employees are verified through this electronic system established by the Department of Homeland Security (DHS) and the Social Security Administration (SSA) to confirm their identity and employment eligibility. Please refer to the Notice of E-Verify Participation and the Right to Work posters on the Nixon Peabody Careers page for more information.

In accordance with applicable Federal and State laws, the anticipated annual salary range for this position, depending on location, is as follows:

• Rochester, NY: $52,500 to $72,050
• Chicago, IL: $57,500 to $79,200
• Washington, DC: $57,500 to $79,200
• Boston, MA: $57,500 to $79,200
• Los Angeles, CA: $57,500 to $79,200
• San Francisco, CA: $63,000 to $86,900
• New York, NY: $63,000 to $86,900

In addition to a standard benefits package, this role may be eligible for additional contingent compensation based on an array of factors, including but not limited to: work performance, geographic location, work experience, education, and qualifications. Because such contingent compensation is not yet calculable or may be zero ($0) in some circumstances, the above-listed salary range(s) are Nixon Peabody's good faith estimate of the annual salary(ies) it reasonably expects to pay for the position at the time of this posting.