IT Service Support Analyst

Nixon Peabody LLP; New York (NY); Remote; USD 85,000 - 127,000; Full time

Benefits offered by this job

Remote work arrangement

Job summary

Nixon Peabody LLP in the United States is seeking an IT Service Support Analyst to provide advanced technical support for complex hardware, software, and system issues. You will be the first escalation contact from the Service Desk and partner with IT teams to diagnose problems and restore operations.

This role supports remote work and requires strong documentation, collaboration, and problem-solving skills.

Qualifications

• 3–5 years of progressive technical support experience in a professional services environment.
• Bachelor’s degree in Computer Science, Information Technology, or related field preferred; equivalent experience accepted.
• Preferred certifications: CompTIA A+, Network+, ITIL, or Microsoft.
• Experience handling escalated or second-level support issues involving hardware, software, operating systems, network connectivity, and business applications.
• Experience with Microsoft Windows, Microsoft Office Suite, collaboration platforms, remote support tools, and legal industry-specific applications.
• Experience using IT service management and ticketing systems to document, track, prioritize, and resolve support requests.
• Ability to translate technical concepts for non-technical audiences with patience and empathy.
• Demonstrate analytical thinking to diagnose and resolve complex issues efficiently.
• Proficient in documenting support notes and outcomes in ticketing systems.

Responsibilities

• Provide advanced technical support for hardware, software, and network issues.
• Resolve escalated issues using discretion, judgment, and Firm best practices.
• Collaborate with IT teams and subject matter experts to identify root causes and prevent recurring issues.
• Maintain detailed documentation of activities, including issue resolution steps and outcomes.
• Develop and maintain support procedures and knowledge articles.
• Train and guide others to build technical skills.
• Provide after-hours support for critical issues as needed.
• Test and modify systems based on user or system specifications.
• Follow company policies, including security and data protection standards.
• Perform other duties as assigned.

Skills

Advanced technical support

Escalation management

Documentation

Communication

Education

Bachelor’s degree in Computer Science or Information Technology or related field

ITIL/Certifications (preferred)

Tools

TeamDynamix

ServiceNow

Freshservice

Job description

Job Description

The IT Service Support Analyst provides advanced technical support for complex hardware, software, and system issues. Serves as first escalation point from the Service Desk. This role partners with IT teams to diagnose problems, implement solutions, guide support staff, and restore normal operations efficiently. A remote work arrangement is available 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; Providence, RI; Rochester, NY; Washington, DC

• Provide advanced technical support for hardware, software, and network issues.
• Resolve escalated issues using discretion, judgment, and Firm best practices.
• Collaborate with IT teams and subject matter experts to identify root causes and prevent recurring issues.
• Maintain detailed documentation of activities, including issue resolution steps and outcomes.
• Develop and maintain support procedures and knowledge articles.
• Train and guide others to build technical skills.
• Provide after-hours support for critical issues as needed.
• Test and modify systems based on user or system specifications.
• Follow company policies, including security and data protection standards.
• 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.

Job Requirements

• 3–5 years of progressive technical support experience, preferably in a law firm or professional services environment.
• Bachelor’s degree in Computer Science, Information Technology, or related field preferred; equivalent experience accepted.
• Preferred certifications: CompTIA A+, Network+, ITIL, or Microsoft.
• At least 1 year of experience handling escalated or second-level support issues involving hardware, software, operating systems, network connectivity, and business applications.
• Experience supporting Microsoft Windows, Microsoft Office Suite, collaboration platforms, remote support tools, and legal industry-specific applications.
• Experience using IT service management and ticketing systems to document, track, prioritize, and resolve support requests.
• Experience working with IT teams to troubleshoot escalated incidents, support system changes, and contribute to knowledge management and service improvement efforts.
• Communicate clearly and professionally with users, translating technical concepts for non-technical audiences while demonstrating patience and empathy during escalated support interactions.
• Use analytical thinking and sound judgment to diagnose, prioritize, and resolve complex second-level support issues efficiently.
• Leverage documentation, support tools, and escalation paths to research issues, identify solutions, and prevent recurring problems.
• Accurately document support notes, resolution steps, and outcomes in ticketing systems such as TeamDynamix, ServiceNow, Freshservice, or similar platforms.
• Create, update, and maintain knowledge base articles and support procedures to improve first-contact resolution and team consistency.
• Build effective working relationships with IT teams, including Development, Infrastructure, and Security, to coordinate incident resolution and service improvements.
• Apply core IT competencies across Microsoft Windows, Microsoft Office Suite, hardware, networking, wireless technologies, peripheral integration, and legal industry-specific applications and tools.

In accordance with applicable Federal and State laws, the anticipated annual salary range for this position, depending on location, is as follows

• Providence, RI: $70,500 to $104,500
• Rochester, NY: $70,500 to $104,500
• Boston, MA: $77,500 to $114,950
• Chicago, IL: $77,500 to $114,950
• Los Angeles, CA: $77,500 to $114,950
• Washington, DC: $77,500 to $114,950
• New York, NY: $85,000 to $126,500

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 / Affiliated Action 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 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.

Remote