4321 - IT Service Support Analyst

The IT Service Support Analyst is responsible for providing advanced, escalated and more complex technical support to end-users and/or other support technicians, resolving issues, and ensuring the smooth operation of IT systems. This position works closely with other IT teams to diagnose and troubleshoot problems, implement solutions, and provide guidance to other support staff. The IT Service Support Analyst will apply techniques and procedures to determine why hardware, software or systems are not functioning as expected and assist in returning them to normal operation.

An onsite, hybrid or remote work arrangement is available. Two anticipated work schedules are available for this position: 8AM to 5PM ET or 12PM to 9PM ET. Based on location and time zone, the work schedule can be adjusted to ensure optimal coverage and collaboration within the team.

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; Rochester, NY; San Francisco, CA; Washington, DC

• Provide high-level technical services and analysis for hardware, software and network issues.
• Diagnose and resolve complex technical problems escalated from first-level support using discretion and judgement in accordance with Firm best practices.
• Collaborate with other IT team members and subject matter experts to solve problems by identifying root cause and help implement solutions to recurring issues.
• Investigate problems as they arise and identify resolutions.
• Recommending system changes and upgrades to keep product portfolio free from defects and current with support releases when necessary.
• Work with various members of the Nixon Peabody IT team to troubleshoot and resolve End User support requests, assigning tickets for escalation as appropriate; provide timely follow up with end user.
• Understand the configuration of desktops, laptops, smartphones, telephones, and multifunction printers per configuration processes. Responsible for researching, adding and documenting standard configuration processes.
• Support users for all hardware, software and connectivity issues for both in-office and remote work environments.
• Maintain detailed documentation of activities, including issue resolution steps and outcomes.
• Assist in the development and maintenance of support procedures and knowledge-based articles.
• Provide training and guidance to others to improve their technical skills and knowledge.
• Provide after-hours support as needed and when possible, for critical items.
• Conduct testing and modification of systems in accordance with user or system design specifications.
• Ensure compliance with company policies and procedures, 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.

• Bachelor's Degree in Computer Science, Information Technology, or similar preferred. Equivalent work experience accepted in lieu of degree.
• Certifications: CompTIA A+, Network+, ITIL, MS a plus
• 3-5 years of experience in a technical support role is preferred, with at least 1 year in a second-level support/engineering capacity with the following technologies and associated processes:
  • Email - Outlook/ Exchange eVault, Proofpoint or similar
  • Windows Operating systems and network protocols and VoIP
  • Experience with advanced problem solving in cloud and premise-based software applications
• Experience using provisioning services for people and services.
• Experience with IT service management tools and ticketing systems and their use.
• Excellent problem-solving and analytical skills.
• Strong communication and interpersonal skills, ability to explain technical concepts to non-technical users.
• Ability to work independently and as part of a team in a fast-paced environment.

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.

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

• Boston, MA: $78,168 to $111,836
• Chicago, IL: $74,911 to $107,176
• Los Angeles, CA: $78,168 to $111,836
• New York, NY: $81,425 to $116,496
• Rochester, NY: $65,140 to $93,197
• San Francisco, CA: $81,425 to $116,496
• Washington, DC: $78,168 to $111,836

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 is Nixon Peabody's good faith estimate of the annual salary it reasonably expects to pay for the position at the time of this posting.

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