IT Support Analyst

Job Summary

Fielding inbound support requests, the full-time IT Support Analyst will triage and resolve issues related to the Maggie digital court reporter product while working remotely, ensuring that court reporters receive timely assistance during critical depositions.

Key responsibilities

• Field inbound tickets, calls, and chats from court reporters using Maggie
• Triage and resolve common issues in real-time, including account access and configuration questions
• Coordinate with IT teammates and file bug reports with the engineering team for product-related issues

Required qualifications

• Experience in IT support or technical troubleshooting, preferably in a remote setting
• Familiarity with digital products and software troubleshooting
• Ability to work under pressure, especially during critical situations such as live depositions
• Strong organizational skills for managing support tickets and documentation
• Willingness to take on-call shifts for urgent support needs