ITSupportAnalyst(EastCoast)

## Description About Us:   Magna Legal Services provides end-to-end legal support services to law firms, corporations, and governmental agencies throughout the nation. As an end-to-end service provider, we can provide strategic advantages to our clients by offering legal support services at every stage of their legal proceedings. ## What a day looks like • 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 ## Qualifications • 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).• Sel