Litera Careers

Description

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.

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 supporting Windows 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!