IT Support Analyst

Job Summary

As the first point of contact for court reporters experiencing issues with the Maggie digital court reporter product, the full-time IT Support Analyst will triage and resolve technical problems, coordinate with IT and engineering teams, and contribute to building a knowledge base in a remote work environment.

Key responsibilities

• Field inbound tickets, calls, and chats from court reporters using Maggie
• Triage and resolve common issues related to account access, settings, and configurations
• Coordinate with IT teammates and file bug reports with engineering for product-related issues

Required qualifications

• Experience in technical support or IT help desk roles
• Proficiency in troubleshooting hardware and software issues
• Familiarity with digital communication tools and remote support technologies
• Ability to create and update documentation for support processes
• Experience working in fast-paced environments, especially during critical situations