Responsibilities
- Monitor, classify, triage, and resolve incoming help desk tickets both independently and in
collaboration with fellow team members
- Escalate tickets to, and collaborate with, Tier 3 support, infrastructure teams, or development
teams as needed
- Build in-depth support knowledge of full suite of supported applications
- Develop/maintain a catalog of support documentation and contribute to team knowledge share
meetings
- Assist with regularly scheduled maintenance activities and special projects
- Build comprehension in network, virtualization, Active Directory, server, and other
infrastructure topics as related to application support
- Develop and utilize your knowledge of T-SQL, PowerShell, JavaScript, etc. to troubleshoot
existing issues and create custom solutions to unique challenges
Minimum Education Requirements:
- Bachelor’s degree required or equivalent experience
Desired Qualifications:
- 2+ years supporting eDiscovery applications, or 3-5 years of general IT Support/Application
Support experience
- Intermediate-level knowledge of Relativity (RCA, other Relativity certifications a plus!)
- Strong analytical and problem-solving skills
- Strong written and verbal communication skills
- Ability to explain complex concepts in a clear and concise manner
- Quick to learn new applications and ability to thrive in a dynamic environment.
- Knowledge of general relational databases, networking, and file-system concepts
- Familiarity with MS SQL Server and basic T-SQL commands
- Familiarity with command-line Linux a plus
- Familiarity with IIS, PowerShell, JavaScript a plus.
