IS Support Specialist

About the role

The is the primary technical advocate responsible for ensuring seamless daily operations for all users across assigned office locations. This role owns the end-to-end delivery of both hardware and software services, driving efficiency and reliability in every interaction. The specialist acts as the definitive escalation point for complex issues, exercising expert judgment to resolve critical incidents with minimal disruption. They are accountable for maintaining the integrity and accuracy of all technical records, from inventory to knowledge base articles, ensuring data integrity supports informed decision-making. This position requires a proactive mindset, anticipating potential system failures and implementing preventative measures before they impact the business. The specialist will partner closely with the local IS Supervisor to align priorities and drive continuous improvement within the IT service delivery model. By championing best practices and fostering strong user relationships, the holder of this role directly contributes to the firm's reputation for precision and operational excellence.

Key facts

What you'll do

Execute the effective and timely delivery of IS services, both hardware and software, ensuring zero tolerance for operational delays.

Interact effectively with all customer constituencies, in person when possible, to build trust and ensure clarity in communication.

Deploy and maintain the operational availability of all related equipment, including PCs, printers, laptops, smartphones, data communication equipment, audio-visual systems, and, when directed by IS Operations, servers and network infrastructure.

Perform effectively as a second-level technical resource to resolve customer issues, applying advanced diagnostics and solution implementation.

Listen attentively to the problems or issues described by customers and log all pertinent information into the call tracking program, ServiceNow, with meticulous accuracy.

Contribute detailed solutions and procedural insights to the ServiceNow Knowledge Base, enhancing the collective intelligence of the support team.

Promote effective utilization of firm-provided software applications to customers, driving adoption and maximizing return on technology investments.

Keep equipment inventory up to date at all times in the Asset Management System, ensuring records reflect the physical reality of the environment.

Provide technical support and assistance outside of normal business hours as required, demonstrating unwavering commitment to business continuity.

Demonstrate strong organizational skills and efficiently prioritize work, with the ability to multi-task as needed in a dynamic legal environment.

Maintain and adhere to firm-wide and departmental policies, standards, operational guidelines, and administrative procedures relating to the IS function, ensuring full regulatory compliance.

Participate as an active team member on assigned IS projects, contributing expertise during planning, execution, and post-implementation review phases.

Leverage analytical skills to interpret user feedback and system data, identifying root causes and driving long-term strategic improvements.

Act as a liaison between technical teams and end-users, translating complex technical jargon into actionable and understandable steps for all stakeholders.

Requirements

Bachelor's degree in a related field preferred or technical school training with equivalent experience also considered, ensuring a foundational level of technical acumen.

Experience providing IS support in a Legal or Professional Services environment, understanding the unique security and confidentiality demands of the sector.

Minimum 5+ years of relevant experience, demonstrating a proven track record of reliability and technical mastery.

Experience providing support in a Windows 11, MacOS and iOS environments, navigating the complexities of each platform with ease.

Experience providing support on Microsoft Office products, Exchange and SCCM, ensuring efficient management of communication and deployment workflows.

Strong verbal, written, interpersonal and team skills, fostering collaboration and mutual respect across global teams.

Strong customer service skills, consistently delivering empathy and resolution to end-users in a high-pressure setting.

Superior experience with computer hardware, printers, smartphones and audio-visual communications equipment, capable of troubleshooting intricate configurations.

Strong problem solver, with an ability to work well under pressure, maintaining composure during critical incident scenarios.

Proven experience effectively resolving critical/major incidents, particularly those that have an impact on high level stakeholders (partners, senior and C-level management).

Strong project planning, organizational and execution skills, ensuring timely delivery of technical initiatives and support requests.

Strong ability to build and maintain trusted relationships and effectively collaborate at all levels and across all disciplines, representing the firm's collaborative culture.

Ability to remain calm and reasoned under pressure, providing clear direction and solutions during chaotic situations.

Ability to be flexible to meet varied and changing business requirements, adapting strategies and processes as needed.

Physically able to move equipment, handling the installation, relocation, and decommissioning of technical hardware with care.

Ability to work overtime as necessary, responding to urgent business needs and supporting operational resilience.

Practical notes

This role operates within a structured schedule of Monday through Friday, 11:00 a.m. - 7:00 p.m., with built-in flexibility to accommodate urgent business demands through overtime. The position is based in the New York City office, requiring adherence to firm policies regarding attendance and professional conduct within a premier legal environment. Success in this role is defined by the ability to merge technical proficiency with a high degree of professionalism, ensuring that Gibson Dunn's clients and internal teams operate without interruption. The IS Support Specialist must be diligent, detail-oriented, and committed to maintaining the highest standards of service delivery.