4727 - IT Service Specialist

Nixon Peabody LLP; Boston (MA); Hybrid; USD 58,000 - 79,000; Full time

Job summary

Nixon Peabody LLP is seeking an IT Service Specialist to provide technical assistance to attorneys and staff, supporting 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 schedule is available Wednesday- Sunday from 11:30AM- 8PM et for this position. A career at Nixon Peabody is the opportunity to do work that matters.

Qualifications

• 3-5 years of IT support experience in a professional setting.
• 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.
• Experience with ticketing systems such as TeamDynamix, ServiceNow or Freshservice.
• Proficiency with remote support tools and collaboration platforms.
• Capable of lifting up to 40 lbs.

Responsibilities

• Provide technical support for Firm-approved applications, connectivity, and hardware via phone and in-person assistance.
• Accurately log all incidents and service requests in the ITSM platform.
• Take ownership of assigned tasks and self-initiated work.
• Provide support for conference room technology, video/web conferencing, and device connectivity.
• Collaborate with vendors to resolve issues with 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.

Skills

Customer support

Strong communication

Interpersonal skills

Problem solving

Time management

Education

High School Diploma

Bachelor's degree preferred

Tools

TeamDynamix

ServiceNow

Freshservice

VNC

SCCM

RDP

Webex

Teams

Zoom

Windows OS

iOS

Microsoft Office

Job description

Job ID: 4727

Position: Specialist

Location: Multiple Offices

Practice Area:

Open Date: Friday, August 28, 2026

Job Function: Professional Staff

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 schedule is available Wednesday- Sunday from 11:30AM- 8PM et for this position.

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. And 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

• 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.
• Perform other duties as assigned.

To perform this job successfully, you must be able to perform each essential job responsibility listed above, satisfactorily, with or without reasonable accommodation. Nixon Peabody retains the right to change or assign other duties to this position. The requirements listed below are representative of the skills and abilities required.

• 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.

In accordance with applicable Federal and State laws, 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
• 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 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(s) are Nixon Peabody's good faith estimate of the annual salary(ies) it reasonably expects to pay for the position at the time of this posting.

Nixon Peabody LLP is an Equal Opportunity / Affir...