IT Service Support Analyst

The IT Service Support Analyst provides advanced technical support for complex hardware, software, and system issues Serves as first escalation point from the Service Desk. This role partners with IT teams to diagnose problems, implement solutions, guide support staff, and restore normal operations efficiently. A remote work arrangement is available for this position.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; Providence, RI; Rochester, NY; Washington, DCProvide 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.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.