IT Service Specialist

Overview 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 hybrid or remote work schedule is available for this position. Responsibilities Provide technical support for Firm-approved applications, connectivity, and hardware through 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. Qualifications 3–5 years of experience in an IT support role, preferably in a law firm. High School Diploma required; Bachelor’s degree preferred. 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. Location Boston, MA; Chicago, IL; Los Angeles, CA; New York City, NY; Rochester, NY; San Francisco, CA; Washington, DC Salary Rochester, NY: $52,500 to $72,050 Boston, MA: $57,500 to $79,200 Chicago, IL: $57,500 to $79,200 Los Angeles, CA: $57,500 to $79,200 Washington, DC: $57,500 to $79,200 New York, NY: $63,000 to $86,900 San Francisco, CA: $63,000 to $86,900 Benefits and Compliance In addition to a standard benefits package, this role may be eligible for additional contingent compensation based on performance, location, experience, education, and qualifications. EEO statements and applicable compliance notices apply. Nixon Peabody LLP is an Equal Opportunity / Affirmative Action Employer: Disability / Veteran. The firm participates in E-Verify as required by law and complies with relevant San Francisco and Los Angeles Fair Chance ordinances where applicable. #J-18808-Ljbffr