4377 - Service Desk Specialist

Nixon Peabody LLP; Boston (MA); On-site; USD 57,000 - 80,000; Full time

Job summary

A leading firm is seeking a Service Desk Specialist to provide virtual IT support across multiple offices. The role requires excellent customer service skills and the ability to troubleshoot technical issues effectively. Candidates should be self-motivated and able to work independently or in teams. This position offers opportunities for growth and learning in a dynamic environment.

Qualifications

• At least one year of technical experience in an IT department.
• Strong customer service skills and excellent communication required.

Responsibilities

• Provide virtual IT support via phone, email, and chat.
• Document all support requests accurately in the IT ticketing system.
• Deliver excellent customer service and troubleshoot issues.

Skills

Customer Service

Communication

Organizational Skills

Technical Solutions Explanation

Education

Associate or Bachelor Degree

Job description

Job ID:
4377

Position:
Specialist

Location:
Multiple Offices

Practice Area:

Open Date:
Friday, May 9, 2025

Job Function:
Professional Staff

Job Description:

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 environment. This role requires shift work to ensure 24/7 coverage, with current shifts including:

Wednesday - Sunday: 2:30PM - 11PM ET

Wednesday - Sunday: 7AM - 3:30PM ET

Nixon Peabody offers a dynamic environment that fosters success, growth, and learning, emphasizing collective thinking and diversity. We are seeking candidates interested in shaping the future of legal and business technology support.

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

• Participate in the Service Desk Queue during assigned shifts to provide virtual support via phone, email, chat, etc.
• Follow procedures for support, utilizing knowledge bases and the IT Ticketing System.
• Maintain and contribute to the knowledge base, and stay current with training opportunities.
• Assist with testing and documenting new technology products and services.
• Participate in IT projects representing the Support Team.
• Deliver excellent customer service, escalating issues as needed, and ensuring end-user satisfaction. Responsibilities include troubleshooting, supporting firm applications, hardware/software issues, and recommending system improvements.
• Document all support requests accurately in the IT ticketing system (BMC Footprints).
• Collaborate with IT team members to resolve support requests and follow up with users.
• Adhere to and support the firm's ISMS and ISO 27001 security policies.
• Perform other duties as assigned.

Must be able to perform all responsibilities satisfactorily, with or without reasonable accommodations. The firm reserves the right to modify duties as needed. The listed requirements reflect the skills and abilities necessary for success.

Job Requirements:

• Associate or Bachelor Degree preferred.
• At least one year of technical experience in an IT department and some customer service experience preferred.
• Strong customer service skills, excellent communication, and quick learning ability required.
• Ability to explain technical solutions in simple terms.
• Excellent interpersonal and organizational skills.
• Self-motivated, dependable, punctual, able to work independently and in teams.

Salary ranges vary by location, e.g., Boston: $57,500 - $79,200; New York City: $63,000 - $86,900; Rochester: $52,500 - $72,050, etc. Additional benefits and contingent compensation may apply.

Nixon Peabody is an Equal Opportunity Employer and participates in E-Verify. We consider qualified applicants with arrest and conviction records in accordance with applicable laws.