Job Description

Position :IT Support Analyst

As an IT Support Analyst you will use your technical knowledge and specialized skills to support internal
staff members and improve technology solutions.

A Day in the Life:

• Provide support to end users on various services and tools as they relate to their day-to-day

work.

• Tier 1 and Tier 2 service-related responsibilities
• Monitor the ticketing system
• New user setup of hardware, software, operating systems, account management and setting up

corporate environments

• End-user hardware/software support including printer maintenance/repair and troubleshooting

and configuration of mobile devices

• Provide remote support to users located in other offices
• Asset management of inventory and all IT related equipment
• Assist with the rollout of new IT solutions

Role progression:
Within 1 month, you will:

• Complete new hire on-boarding process including eLearning courses, instructor led training,

peer shadowing, and more

• Learn Litera’s platform by collaborating with teammates, attending training sessions, and

participate in in-product guided experiences

• Meet the team and learn the nuts and bolts of our business and our path to success
• Become familiar with best practices, processes, and business tools including public cloud

providers utilized by Litera

• Understand influencing metrics and how to influence time to value, end user experience,

adoption, and growth

Within 3 months, you will:

• Monitor, document, and escalate issues and problems according to ticketing standards and SLAs
• Perform day to day helpdesk operations such as new user creations, provisioning of assets and

end-user hardware/software support

• Install, configure, and integrate software and hardware solutions in the organization
• Promote end-user satisfaction in adherence to established performance metrics
• Learning new technologies and solutions as needed
• Participate in strategic initiatives that support the company’s goals.
• Supporting the People team at new hire orientation

Within 6 months, you will:

• Oversee Asset Management throughout the Canadian-based end-users, including the

purchasing of end-user devices and accessories

• Assist in supporting JAMF configurations relating to Apple devices
• Perform basic administration of MDM/RMM and user management platforms

About You:

• 3+ years’ experience supportingWindows 10, MAC O/S, Active Directory and Microsoft Office

365.

• Good customer service/support skills and an understanding of what it takes to provide good

technical support to both local and remote users

• Ability to calmly and rationally assess competing priorities while under pressure from end-users
• Ability to quickly acquire an understanding of a technical issue and identify practical resolution

options, weighing each option’s upsides and downsides

• Previous experience with problem solving in a troubleshooting environment
• Understanding of Windows 10, Apple iOS, Windows Server 2016/2019, Office 365, Azure and

VMware.

• Bachelor's Degree with Computer Science or related field

What Sets us Apart?

• Work with a team that has a proven track record year over year

You will be challenged and encouraged to broaden your skills
Regular social & philanthropic events
Access to personal development courses and tools in our internal learning management system
Great health benefits, PTO and holiday policies, & more

Our Story: Litera, headquartered in Chicago, IL, is a fast-growing software company and one of the
leading legal technology suppliers in the world. Serving more than 90% of the world's largest law firms,
our software is used by hundreds of thousands of lawyers every day. As a company recognized as one of
the best places to work, we believe professional development, rewards programs, open communication,
and transparent leadership all contribute to a unique and open work environment. Our employees are
driven, energetic, passionate, and have the ability to make a direct impact on the future of the company.