Remote IT Service & Escalation Specialist

Nixon Peabody LLP; Boston (MA); Hybrid; USD 78,000 - 115,000; Full time

Job summary

Nixon Peabody LLP in Boston and other offices seeks an IT Service Support Analyst to provide advanced technical support for hardware, software, and network issues and to act as the first escalation point from the Service Desk. A remote work arrangement is available for this position.

The role partners with IT teams to diagnose problems, implement solutions, guide support staff, and restore normal operations efficiently while following security and data protection standards.

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.
• Certifications such as CompTIA A+, Network+, ITIL, or Microsoft preferred.

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

Technical support

Windows support

Office 365

ITIL knowledge

Effective communication

Ticketing systems

Education

Bachelor's degree in Computer Science or related field

Tools

TeamDynamix

ServiceNow

Freshservice

Job description

Nixon Peabody LLP in Boston and other offices seeks an IT Service Support Analyst to provide advanced technical support for hardware, software, and network issues and to act as the first escalation point from the Service Desk. A remote work arrangement is available for this position.

The role partners with IT teams to diagnose problems, implement solutions, guide support staff, and restore normal operations efficiently while following security and data protection standards.