IT Service Specialist
Provide technical assistance to attorneys and staff, supporting the Firm’s hardware and software applications. This role ensures consistent, high-quality support aligned with the Firm’s IT governance and operational standards.
About the role
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.
Location: Boston, MA; Chicago, IL; Los Angeles, CA; New York City, NY; Rochester, NY; San Francisco, CA; Washington, DC
Responsibilities
- 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.
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.
- 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.
- Capable of lifting up to 40 lbs.
Skills
- 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
Schedule
Hybrid or remote schedule available Tuesday–Saturday from 10:30 AM–7:00 PM ET.
Pay
Anticipated annual salary range for this position, depending on location:
- 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
In addition to a standard benefits package, this role may be eligible for additional contingent compensation based on factors including work performance, geographic location, work experience, education, and qualifications.