Service Desk Specialist

Overview The Service Desk Specialist provides virtual IT support to firm employees (staff and attorneys) via phone, email, chat and similar methods in a fast-paced work environment. This position involves shift work to provide 24/7 service desk coverage and the work schedule may include non-standard business hours. Current shift available: Monday - Friday: 7AM - 3:30PM ET. A career at Nixon Peabody is the opportunity to do work that matters. It’s the chance to use your knowledge to shape what’s ahead. To share, to innovate, to learn at a firm that taps the power of collective thinking. We’ve created a dynamic, energizing environment that promotes success for our clients and each other. We offer fast growth, connectedness and training in business as well as law. Our rigorous standards assure you are part of a diverse team of top talent at every turn. If you’re someone who’s looking toward the future, we’d love to hear from you. Location: Boston, MA; Chicago, IL; Los Angeles, CA; New York City, NY; Rochester, NY; San Francisco, CA; Washington, DC Responsibilities Participate in the Service Desk Queue at assigned shift time, to provide virtual end-user technical support to the firm’s staff and attorneys via phone, email, chat, and similar methods. Follow all procedures for supporting end-users including utilizing the chats and Knowledgebase as well as the firm’s IT Ticketing System. Acquire and maintain a thorough knowledge of the knowledgebase and contribute suggested articles for responsible software. Continually partake in offered training opportunities to keep technical skills current and fresh. Assist with testing and documenting technology products and services. Participate in special IT projects to represent the Support Team. Provide end-users with end-to-end customer service, escalating or reaching out to other resources if needed, while communicating with the end-user until they are satisfied with the resolution of their issue. This includes: Answering, troubleshooting, and resolving calls to the Nixon Peabody IT Service Desk during scheduled hours; provide incident response and hardware and software support. Assisting in using functionality of firm applications including, but not limited to: MS Office, Document Management, Remote Access, Printers, legal/business applications and iPhone and iPad mobile devices. Providing hardware/software technical support. Investigating problems as they arise and identify resolutions. Recommending system changes and upgrades to keep product portfolio free from defects and current with support releases when necessary. Document all Service Desk calls received in the IT ticketing system (BMC Footprints); follow all guidelines for incident creation, escalation and coding. Work with various members of the Nixon Peabody IT team to troubleshoot and resolve End User support requests, assigning tickets for escalation as appropriate; provide timely follow up with end user. Adherence to and support of the firm’s ISMS and ISO 27001 information security policies, procedures, and controls. Perform other duties as assigned. Qualifications Associate or Bachelor Degree preferred. Prefer at least one year of technical experience working in an IT department and some customer service experience preferred. Must demonstrate strong customer service skills, excellent spoken and written communication, and ability to learn technology quickly. Excellent customer service skills required. Ability to quickly learn new technologies. Must be able to efficiently communicate complex technical solutions to end-users in non-technical ways using spoken and written communications. Must have excellent communication, interpersonal, and organizational skills. Must be an effective listener with the ability to take initiative, work independently and work as part of a team. Must be a dynamic self-starter who is dependable, on time and punctual for all shifts. Compensation and Benefits In accordance with applicable Federal and State laws, the anticipated annual salary range for this position, depending on location, is as follows: Boston, MA: $57,500 - $79,200 Chicago, IL: $57,500 - $79,200 Los Angeles, CA: $57,500 - $79,200 New York City, NY: $63,000 - $86,900 Rochester, NY: $52,500 - $72,050 San Francisco, CA: $63,000 - $86,900 Washington, DC: $57,500 - $79,200 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 is Nixon Peabody’s good faith estimate of the annual salary it reasonably expects to pay for the position at the time of this posting. Equal Opportunity 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. Pursuant to the San Francisco Fair Chance Ordinance and the Los Angeles Fair Chance Initiative, we will consider for employment qualified applicants with arrest and conviction records. 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. #J-18808-Ljbffr