[Remote] IT Support Analyst (East Coast)

Note: The job is a remote job and is open to candidates in USA. Magna Legal Services provides comprehensive legal support services and is seeking an IT Support Analyst to join their new dedicated support team for their digital court reporter product, Maggie. The role involves quickly triaging and resolving issues for court reporters, coordinating with IT and engineering teams, and building knowledge base materials.ResponsibilitiesField inbound tickets, calls, and chats from court reporters using MaggieResolve common issues in real time: account access, settings, configuration, how-to questionsTriage 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 peripheralFile clean, reproducible bug reports with our engineering pod (Restless Labs) when the issue is in the productTake on-call shifts for P0 emergencies — when a deposition is in progress and Maggie is down, you're the person who gets it back upUpdate the knowledge base as you learn what's common — every fix you figure out should make the next ticket fasterBuild Maggie Specific hardware kits that include laptops and specialized mixers (East Coast)Watch for patterns and flag them to the product teamSkills3+ years in customer-facing technical support — B2B SaaS, IT help desk, legal tech, or similarCalm 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 informedSharp 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-forthStrong written communication. Our users are legal professionals. They notice writing quality. Tickets, emails, and knowledge base articles all need to be cleanComfortable 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 roleAvailable for on-call rotation. P0 incidents happen during live proceedings. We pay a stipend per shiftBased in the Eastern time zone, available 8a–5p ETExperience in legal tech, court reporting, or working with attorneys or paralegalsFamiliarity with remote deposition platforms, transcription software, or audio/video capture toolsLight scripting or SQL\KQL skills for log analysisTicketing system experience (Zendesk, ServiceNow, Jira Service Management, or similar)Knowledge base authoring experienceBenefitsBase salaryHealth insurance and benefits401(k) plan availableWe pay a stipend per shiftCompany OverviewMagna Legal Services is a legal services company specializing in legal support services. It was founded in 2007, and is headquartered in Philadelphia, Pennsylvania, USA, with a workforce of 501-1000 employees. Its website is http://magnals.com.