• Monitor, classify, triage, and proficiently resolve incoming help desk tickets, both independently and in collaboration with fellow team members.
• Create and maintain comprehensive documentation, including troubleshooting guides, support procedures, and knowledge base articles for internal and external use.
• Ensure continuous uptime, scalability, and optimal performance of supported applications.
• Deliver timely responses and resolutions to requesters within defined departmental Service Level Agreements (SLAs).
• Effectively communicate with key stakeholders and end users.
• Quickly acquire proficiency in the functionality and troubleshooting methods for newly developed solutions.
• Ensure all incidents are accurately documented within our ITSM toolset.
• Be a superhero and save the day!

• Experienced in taking ownership of tasks, commitments, quality, and contributing to a culture of continuous improvement service.
• Self-motivated and detail-oriented team player with a desire to work on a team and mentor team members when necessary.
• Able to efficiently break down problems and leverage business resources to establish a clear path toward customer value despite the presence of ambiguity.
• Demonstrates exceptional written and verbal communication skills with the ability to elucidate complex concepts thoroughly in a clear and concise manner.
• A solid foundation in software engineering – bachelor’s degree preferred with 3+ years of experience.
• Advanced skills in UNIX commands
• Experience working with SQL databases such as My SQL.
• Skilled in the use of commonly used scripting languages such as Bash, PERL, AWK
• Provide outstanding support, including on-call support when necessary.
• Intermediate-level proficiency in Relativity (RCA, other Relativity certifications a plus!), e Discovery data processing tools, and the EDRM.
• Experience with any of the following is a plus:

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