[Remote] IT Support Analyst (East Coast)

Note: The job is a remote job and is open to candidates in USA. Magna Legal Services provides end-to-end legal support services to law firms, corporations, and governmental agencies throughout the nation. They are seeking an IT Support Analyst to be the first point of contact for court reporters using their product, Maggie, addressing issues related to the product, hardware, and network. The role involves triaging and resolving technical problems, coordinating with IT teams, and building knowledge resources as the support team is established.

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

Skills

• 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
• 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

• Base salary
• Health insurance and benefits
• 401(k) plan available
• We pay a stipend per shift

Company Overview