Service Desk Specialist

The Service Desk Specialist is responsible for providing technical assistance to attorneys and staff in the setup and support of the Firm’s Information technology hardware and software applications over the phone and by email, and Support Request Tickets via our IT Service Desk/Call Center. This position also serves as a member of the Local IT Team in the office they are in, and as such they may perform some in-person support activities (up to 25% of position). The hours for this position are 11:30am – 8:00pm EST. Remote work flexibility is available for candidates within a commutable distance from some of the Nixon Peabody offices listed below.

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: Albany, NY; Boston, MA; Buffalo, NY; Chicago, IL; Melville, NY; Los Angeles, CA; Manchester, NH; New York City, NY; Providence, RI; Rochester, NY; San Francisco, CA; Washington, DC

• Provide exceptional customer support and professional IT call center service to NP users.
• Answer, troubleshoot, and resolve calls to the Nixon Peabody IT Service Desk during scheduled hours, provide incident response first level support
• Record all Service Desk calls received as incidents/tickets in the Nixon Peabody ITSM system (BMC Footprints)
• Take ownership and assign tickets from the Service Desk, troubleshoot/resolve, and follow up with end user via email or phone.
• Participate in and contribute collaboration tools for Nixon Peabody support and escalation team
• Read, receive and/or take action on emails received
• Follow all guidelines for incident creation, escalation and coding
• Assist with creation of Knowledge Base articles and other documentation, as directed
• Assist with incident review and analysis as directed
• Attend all team or project meetings as directed and required, including the weekly support team meeting
• Work with various members of the Nixon Peabody IT team to troubleshoot and resolve End User support requests.Assist in using functionality of firm applications including, but not limited to: MS Office, Document Management, Remote Access, Printers, iPhones

Provide hardware/software technical support
Provide assistance in testing new applications and/or upgrades to existing applications
Investigate problems as they arise and identify resolutions
Recommend system changes and upgrades to keep product portfolio free from defects and current with support releases when necessary
Recommend topics to cover during training based on call content and advise when additional user training is necessary

• Adhere to and support of the firm’s ISMS and ISO 27001 information security policies, procedures, and controls
• Provide onsite/local/walk-up technical support to end users as directed by the Local Office System Manager:Configure desktops, laptops, iPhones, telephones, multifunction WorkCenters or printers per the standard configuration process as direct by the Local IT Manager.

Support and maintain day to day requests for office setups which include PC hardware and telephone equipment.
Provide technical support for conference room meetings. Including video / web conferencing, projection equipment and computer connectivity. Maintain video equipment for internal and external use
Contact and work with vendors to troubleshoot and resolve issues with iPhones, PC, printer and AV equipment and/or Telco services
Maintain technical proficiency and industry knowledge through participating in training programs as directed by the Local System Manager
Performs daily support activities in accordance with standard operating procedures.

• 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:

• Minimum 1 year of technical experience.
• Associate's or Bachelor's Degree preferred.
• Must be proficient in MS Office including, but not limited to Outlook, Word, Excel, and PowerPoint
• Must have excellent communication, writing, interpersonal, and organizational skills
• Must be an effective listener with ability to take initiative, work independently as well as part of a team
• Must be a dynamic Self-Starter
• Must be a Team Player

In accordance with applicable Federal and State laws, the anticipated annual salary range for this position, depending on location, is as follows: Los Angeles: $47,463 to $65,354; San Francisco: $49,440 to $68,077; NYC: $49,440 to $68,077; Providence: $43,508 to $59,908

In addition, this position may be eligible for an annual discretionary bonus and full benefits package. Actual compensation may vary based on geographic location, work experience, education, and qualification level. This salary range is Nixon Peabody’s good faith estimate at the time of this posting.

Nixon Peabody LLP is an Equal Opportunity / Affirmative Action Employer: Disability / Female / Gender Identity / Minority / Sexual Orientation / Veteran. Pursuant to the San Francisco Fair Chance Ordinance and 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.

Job Type: Full-time

Benefits:

• 401(k) matching
• Health insurance
• Paid time off

Schedule:

• Monday to Friday

Work Location: Remote

Salary : $49,440 - $68,077