IT Service Desk Specialist — Hybrid/Remote

Nixon Peabody LLP; Massachusetts; Hybrid; USD 58,000 - 79,000; Full time

Job summary

Nixon Peabody LLP seeks an IT Service Specialist to provide technical assistance to attorneys and staff, supporting hardware and software via the Firm’s production Service Catalogue. The role emphasizes high‑quality support aligned with IT governance, with a hybrid or remote schedule available Wednesday– Sunday from 11:30 AM to 8 PM ET.

Responsibilities include logging incidents in the ITSM platform, asset management, conference room tech support, and collaboration with vendors.

Qualifications

• 3–5 years of IT support experience, 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.
• Experience with ticketing systems (TeamDynamix, ServiceNow, Freshservice).
• Experience with remote support tools (VNC, SCCM, RDP).
• Familiarity with collaboration platforms (Webex, Teams, Zoom).
• Proficiency with Windows OS, iOS, and Office Suite.
• Capable of lifting up to 40 lbs.

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.
• 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.

Skills

IT support

Communication

Troubleshooting

Customer service

Time management

Education

High School Diploma

Bachelor’s degree preferred

Tools

TeamDynamix

ServiceNow

Freshservice

VNC

SCCM

RDP

Webex

Teams

Zoom

Windows OS

iOS

Office Suite

Job description

Nixon Peabody LLP seeks an IT Service Specialist to provide technical assistance to attorneys and staff, supporting hardware and software via the Firm’s production Service Catalogue. The role emphasizes high‑quality support aligned with IT governance, with a hybrid or remote schedule available Wednesday– Sunday from 11:30 AM to 8 PM ET.

Responsibilities include logging incidents in the ITSM platform, asset management, conference room tech support, and collaboration with vendors.