IT Support Analyst (East Coast)

Magna Legal Services is a trusted nationwide partner to law firms, corporations, insurance carriers, and government agencies, delivering comprehensive legal support at every stage of a case. From court reporting and record retrieval to jury consulting, investigations, litigation graphics, and language services, we help our clients navigate complex legal challenges with confidence. Our reputation is built on the expertise, dedication, and professionalism of our team, and we’re proud to foster a culture where talented people can do meaningful work and grow their careers.

• 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

• 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

Bonus points
• 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

$60,000 - $75,000 a year

An employee’s pay position within the salary range will be based on several factors including, but not limited to, relevant education, qualifications, certifications, experience, skills, seniority, geographic location, performance, travel requirements, revenue-based metrics, any contractual agreements, and business or organizational needs. The range listed is just one component of the total compensation package for employees.

Magna Legal Services provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.

This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.