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. The role supports firm-approved applications, hardware, and connectivity, with a hybrid or remote schedule on Wednesdays through Sundays 11:30 AM–8 PM ET.

Key duties include logging incidents in the ITSM system, owning assigned tasks, and supporting conference room technology and AV equipment. The firm emphasizes professional growth and a collaborative environment.

Qualifications

• 3–5 years of IT support experience.
• 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.
• Experience with ticketing systems (TeamDynamix, ServiceNow, Freshservice).
• Remote support tools such as VNC, SCCM, and RDP.

Responsibilities

• Provide technical support for Firm-approved applications, connectivity, and hardware via phone and in-person assistance.
• Log incidents and service requests in the ITSM platform adhering to governance.
• Take ownership of tasks and ensure timely resolution.
• Support conference room technology including video/web conferencing and projection systems.
• Collaborate with vendors to resolve issues with smartphones, PCs, printers, and AV equipment.
• Follow support procedures in line with Firm standards and IT protocols.
• Participate in team and departmental meetings and maintain IT asset inventory.
• Perform other duties as assigned.

Skills

IT support

Communication

Customer service

Analytical thinking

Ticketing systems

Remote support

Team collaboration

Education

High School Diploma

Bachelor’s degree preferred

Tools

ITSM tools

TeamDynamix

ServiceNow

Freshservice

VNC

SCCM

RDP

Webex

Teams

Zoom

Job description

Job Description: 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.

Job Description: 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. 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 / Affinity Employer: Disability / Veteran. Nixon Peabody is committed to creating a fair workplace and does not discriminate against any employee or applicant for employment because of race, creed, color, national origin, sex, age, disability, marital status, sexual orientation, citizenship status, or any other characteristic protected by applicable law. Pursuant to the San Francisco Fair Chance Ordinance and the Los Angeles Fair Chance Initiative, we will consider for employment qualified applicants with arrest and conviction records. To comply with Federal law, Nixon Peabody participates in E-Verify. All newly hired employees are verified through this electronic system established by the Department of Homeland Security (DHS) and the Social Security Administration (SSA) to confirm their identity and employment eligibility. Please refer to the Notice of E-Verify Participation and the Right to Work posters on the Nixon Peabody Careers page for more information.