Legal IT Support Specialist (Hybrid/Remote)

Nixon Peabody LLP; Washington; Hybrid; USD 53,000 - 87,000; Full time

Job summary

Nixon Peabody LLP is seeking an IT Service Specialist to provide technical assistance to attorneys and staff, supporting firm hardware and software per the production Service Catalogue.

The role emphasizes high‑quality support aligned with IT governance and standards, with a hybrid or remote schedule (Wednesday–Sunday, 11:30 AM–8 PM ET). Join our dynamic team delivering reliable IT services.

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.

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 per governance.
• Take ownership of tasks and ensure timely resolution.
• Support conference room tech, including video/web conferencing and projection systems.
• Collaborate with vendors to resolve issues with smartphones, PCs, printers, and AV equipment.
• Follow all support procedures per 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

IT support

Customer service

Communication

Analytical thinking

Prioritization

Education

High School Diploma

Bachelor’s degree preferred

Tools

TeamDynamix

ServiceNow

Freshservice

VNC

SCCM

RDP

Webex

Teams

Zoom

ITSM platform

Job description

Nixon Peabody LLP is seeking an IT Service Specialist to provide technical assistance to attorneys and staff, supporting firm hardware and software per the production Service Catalogue.

The role emphasizes high‑quality support aligned with IT governance and standards, with a hybrid or remote schedule (Wednesday–Sunday, 11:30 AM–8 PM ET). Join our dynamic team delivering reliable IT services.