IT Service Specialist

About the role

The IT Service Specialist supports attorneys and staff with technical assistance for Firm-approved applications, connectivity, and hardware. This role ensures consistent, high-quality support aligned with IT governance and operational standards.

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.
• Support conference room technology, including video/web conferencing, projection systems, and device connectivity. Perform maintenance and troubleshooting 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.

Requirements

• 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.
• Patient and empathetic 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), and collaboration platforms (e.g., Webex, Teams, Zoom).
• Team-oriented with the ability to build collaborative relationships and communicate effectively with other IT teams.
• Core IT competencies including operating systems, hardware, networking, wireless technologies, and peripheral integration.
• Capable of lifting up to 40 lbs.

Qualifications

• Passport (for international travel)
• Driver’s license (for remote support)

Skills

• Technical proficiency with Microsoft Windows OS, Apple iOS, and Microsoft Office Suite.
• Knowledge of legal industry-specific applications and tools.

Benefits

Nixon Peabody offers a comprehensive benefits package, including:

• Health insurance
• Retirement plans
• Flexible work arrangements
• Professional development opportunities

Pay

The anticipated annual salary range for this position, depending on location, is as follows:

• 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
• New York, NY: $63,000 to $86,900
• San Francisco, CA: $63,000 to $86,900

Schedule

This role is available on a hybrid or remote schedule, Tuesday- Saturday from 10:30AM- 7PM ET.