IT Service Specialist

Nixon Peabody LLP; New York (NY); Hybrid; USD 63,000 - 86,900; Full time

Benefits offered by this job

Standard benefits package

Additional contingent compensation based on performance

Job summary

Nixon Peabody LLP is seeking an IT Service Specialist to provide technical assistance to attorneys and staff within the Firm’s IT environment. This position supports hardware and software applications while ensuring high-quality service aligned with IT governance standards.

The ideal candidate will have 3-5 years of IT support experience, preferably in a law firm, with the ability to explain technical concepts clearly to non-technical users. A hybrid or remote work schedule is available, and the salary for New York City ranges from $63,000 to $86,900.

Qualifications

• 3–5 years of experience in an IT support role, preferably in a law firm.
• Ability to explain technical concepts to non-technical users.
• Resourcefulness in using documentation and escalation paths.

Responsibilities

• Provide technical support for Firm-approved applications and hardware.
• Log all incidents and service requests in the ITSM platform.
• Collaborate with vendors to resolve technical issues.

Skills

IT support experience

Communication skills

Analytical thinking

Remote support tools knowledge

Team collaboration

Education

High School Diploma

Bachelor's degree preferred

Tools

ServiceNow

Microsoft Office Suite

Webex

Zoom

Job description

Overview

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 work schedule is available for this position.

Responsibilities

• Provide technical support for Firm-approved applications, connectivity, and hardware through 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.

Qualifications

• 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.

Location

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

Salary

• 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

Benefits and Compliance

In addition to a standard benefits package, this role may be eligible for additional contingent compensation based on performance, location, experience, education, and qualifications. EEO statements and applicable compliance notices apply. Nixon Peabody LLP is an Equal Opportunity / Affirmative Action Employer: Disability / Veteran. The firm participates in E-Verify as required by law and complies with relevant San Francisco and Los Angeles Fair Chance ordinances where applicable.