IT Support Analyst
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Job Description
IT Support Analyst managing technical support for the Maggie product at Magna Legal Services. Triage and resolve issues for court reporters during live deposition proceedings.
Responsibilities:
- Field inbound tickets, calls, and chats from court reporters using Maggie
- Resolve common issues in real time: account access, settings, configuration, how-to questions
- Triage incoming issues: is this a Maggie product issue, a hardware/IT issue, or a feature request?
- Coordinate with Magna IT teammates when the root cause is the user's machine, network, or peripheral
- File clean, reproducible bug reports with our engineering pod (Restless Labs) when the issue is in the product
- Take on-call shifts for P0 emergencies — when a deposition is in progress and Maggie is down, you're the person who gets it back up
- Update the knowledge base as you learn what's common — every fix you figure out should make the next ticket faster
- Build Maggie Specific hardware kits that include laptops and specialized mixers (East Coast)
- Watch for patterns and flag them to the product team
Requirements:
- 3+ years in customer-facing technical support — B2B SaaS, IT help desk, legal tech, or similar
- Calm under pressure. You've been the person on the line when a customer's live event is broken and the clock is ticking. You don't panic — you fix or you route, and you keep the user informed.
- Sharp triage instincts. You can tell the difference between "this is a product bug" and "this is a laptop issue" without a 45-minute back-and-forth.
- Strong written communication. Our users are legal professionals. They notice writing quality. Tickets, emails, and knowledge base articles all need to be clean.
- Comfortable on Windows and Mac with basic networking fluency (Wi-Fi troubleshooting, audio device configuration, browser diagnostics).
- Self-starter. This is a brand-new team. The runbooks don't exist yet. The process is what we build together. If you need an established playbook before you can act, this isn't the right role.
- Available for on-call rotation. P0 incidents happen during live proceedings. We pay a stipend per shift.
- Based in the Eastern time zone, available 8a–5p ET
- **Bonus points**
- Experience in legal tech, court reporting, or working with attorneys or paralegals
- Familiarity with remote deposition platforms, transcription software, or audio/video capture tools
- Light scripting or SQL\KQL skills for log analysis
- Ticketing system experience (Zendesk, ServiceNow, Jira Service Management, or similar)
- Knowledge base authoring experience
Benefits:
- Equal employment opportunities
- Prohibits discrimination and harassment of any type
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