IT Support Analyst (West Coast)

About the role

Support Role for Digital Court Reporting Product

This page establishes the foundational structure and operational mandate for the support function dedicated to Maggie, the digital court reporting product from Magna Legal Services. This role is critical to maintaining the integrity of legal proceedings and upholding the company's service standards. The following information defines the responsibilities, qualifications, and strategic importance of this position.

About the Organization and Product

Magna Legal Services operates as a national provider of comprehensive legal support, serving law firms, corporate entities, insurance carriers, and government agencies. The company's service portfolio encompasses court reporting, record retrieval, investigations, litigation consulting, and language solutions. Its growth is driven by a team recognized for expertise, dedication, and professionalism.

Maggie is the specific digital tool utilized by court reporters during live depositions and legal proceedings to capture the official record. The product is designed to be unobtrusive when functioning correctly; its failure, however, can halt proceedings immediately. Users rely on rapid assistance due to the high-stakes nature of their work. The organization is experiencing significant user base growth and is prioritizing the development of its first dedicated support team for this product. This position is a founding role within that essential function.

Primary Responsibilities

The individual in this role serves as the initial point of contact for all issues related to Maggie or associated hardware. Success in this position requires the ability to quickly assess situations, resolve problems independently, or coordinate appropriate resources to ensure continuity.

• User Triage and Initial Contact: You will be the first person a court reporter contacts when encountering an issue. Your primary objective is to stabilize the situation, whether the problem originates from the product, the hardware, or the user's environment.
• Technical Diagnostics: You will conduct systematic evaluations of devices, network connections, and software configurations to pinpoint the root cause of disruptions affecting deposition integrity.
• Cross-Functional Coordination: You will work directly with the Support Supervisor, Product Subject Matter Experts, and the Magna IT team to address hardware, network, and systemic issues that exceed your scope.
• Knowledge Base Development: You will contribute to building essential support infrastructure, including guides, runbooks, and training materials, as the team operates with limited existing resources.
• Issue Escalation: You will route complex queries or critical product bugs to specialized engineering or product teams when immediate resolution is not feasible.
• Performance Monitoring: You will track system performance indicators to identify trends that may threaten future court reporting sessions.
• Stakeholder Communication: You will maintain clear, calm, and professional communication with users, particularly during urgent situations, to prevent interruptions in legal proceedings.

Position Requirements

This role demands a high level of personal responsibility and the ability to work autonomously within a structured framework.

• Work Eligibility: You must be authorized to work in this country without the need for sponsorship.
• Technical Setup: You must maintain a dedicated home office that includes a laptop, headset, and reliable high-speed internet connection.
• Professional Experience: You must bring a minimum of three years of experience from technical or customer-facing roles.
• Schedule Alignment: Your working hours must overlap with Pacific Time business periods, covering morning through evening shifts to accommodate depositions across the nation.

Compensation and Location

This is a full-time, remote position. The annual compensation range is set between $70,000 and $90,000 USD.

Preferred Qualifications

While not mandatory, experience within the legal sector, specifically with court reporting, legal technology, or related fields, is considered a strong asset for understanding the context of Maggie's usage.

Tools and Collaboration

You will utilize standard communication and productivity platforms, including Google Workspace and Slack, to manage workflows and collaborate with colleagues. Proficiency with video conferencing tools such as Zoom is essential.

Next Steps

Please refer to the official application page to confirm details and submit your candidacy. This role represents a foundational opportunity to shape the support culture for a key product driving the future of legal proceedings.