Remote IT Service Support Analyst

Nixon Peabody LLP; New York (NY); A distancia; USD 85.000 - 127.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Remote work arrangement

Descripción de la vacante

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.

Formación

• 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.

Responsabilidades

• 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.

Conocimientos

Advanced technical support

Escalation management

Documentation

Communication

Educación

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

ITIL/Certifications (preferred)

Herramientas

TeamDynamix

ServiceNow

Freshservice

Descripción del empleo

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.